Onsite Call Center Supervisor

This position will require onsite presence at our facility in the Detroit metro area

Essential Duties:

Customer Service Background

• Possess a minimum of 5 years of customer service experience, demonstrating a strong understanding of customer needs and expectations, with a minimum of 2 years of call center supervisory experience.
• Showcase a track record of delivering exceptional customer experiences.
• Provide examples of resolving complex customer issues effectively.

Team Leadership

• Supervise and lead a team of call center Advocates to ensure excellent customer service delivery.
• Provide guidance, support, and training to Advocates to improve performance.
• Foster a positive team culture and encourage professional development.

Customer Interaction:

• Handle escalated customer inquiries and complaints, ensuring their resolution.
• Assist Advocates in handling complex customer issues.
• Maintain a high level of empathy and patience when dealing with Advocates and customer inquiries and complaints.

Product Knowledge:

• Develop and maintain a deep understanding of our products and services, particularly in consumer banking and/or consumer lending, to assist Advocates and customers effectively.
• Convey complex information to both Advocates and customers in a clear and understandable manner.
• Stay up to date with industry regulations and policy changes.

Communication Skills:

• Demonstrate strong verbal, oral, and written skills to effectively communicate with Advocates and customers.
• Provide clear instructions and guidance to Advocates.
• Write comprehensive reports and documentation.

Main Objectives:

Team Performance:

• Oversee and monitor the performance of the call center team of Advocates to achieve and exceed customer satisfaction goals.
• Provide regular feedback and coaching to Advocates.
• Implement performance improvement plans when necessary.

Efficiency and Accuracy:

• Ensure efficient call center operations, minimizing hold times and optimizing resource allocation.
• Oversee the accuracy of customer records and data entry.
• Streamline processes and workflows to improve efficiency.

Team Collaboration:

• Promote collaboration among Advocates and maintain a positive team atmosphere.
• Foster knowledge sharing and best practices within the team.
• Encourage open communication and idea exchange within the team.

KPI Management:

• Monitor and manage key performance indicators (KPIs) to ensure team performance aligns with organizational goals.
• Track and analyze metrics such as call volume, average handling time, first-call resolution, and customer satisfaction scores.
• Develop strategies to improve KPI performance.

Balanced Scorecard Management:

• Develop and manage a balanced scorecard to measure and track team performance against strategic objectives and key performance indicators.
• Regularly review the scorecard with Advocates to ensure alignment with goals.
• Identify areas for improvement based on scorecard data.

Key Responsibilities:

Team Management:

• Manage team schedules, including shifts and breaks, to ensure coverage during peak call volumes.
• Conduct weekly one-on-ones with Advocates to discuss individual performance, goals, and development.
• Address staffing and resource allocation issues promptly.
• Manage ADP and time cards to ensure accurate payroll and attendance tracking for Advocates.

Customer Support Oversight:

• Handle escalated customer calls and complex issues, providing resolutions and exceptional service.
• Monitor Advocates’ interactions with customers to ensure quality and compliance with company standards.
• Collaborate with Advocates to find innovative solutions to customer challenges.

Data Analysis and Reporting:

• Analyze call center performance data, including KPIs and the balanced scorecard, and generate reports for management.
• Identify trends and areas for improvement, implementing necessary changes.
• Create comprehensive reports for executive summaries and strategic planning.

Problem Resolution:

• Assist Advocates in investigating and resolving customer complaints or issues.
• Escalate unresolved issues to the appropriate channels.
• Develop and implement strategies to reduce the recurrence of common issues.

Training and Development:

• Coordinate training sessions and ongoing development programs for call center Advocates.
• Ensure Advocates are up-to-date with industry trends and best practices.
• Provide individual coaching and mentorship to Advocates to enhance their skills.

Policy Adherence:

• Ensure all Advocates are familiar with and adhere to company policies, including call handling, data security, and customer privacy.
• Enforce compliance with industry regulations and ethical standards.
• Conduct regular audits to monitor policy adherence.

Availability:

• Maintain availability during scheduled shifts and be flexible to accommodate call center needs.
• Implement effective scheduling practices to ensure adequate coverage during peak and off-peak hours.
• Be accessible to Advocates for support and guidance outside of regular work hours when needed.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

Voluntary Self-Identification of Disability Form

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