The Customer Service Supervisor isresponsible for ensuring a high quality and efficient customer service by daily managing CustomerService Representatives (CSR), which includes motivating, coaching, providingfeedback and problem solving, CSRs development activities, project assistanceand executing.
A successful Team lead for this department could besomeone :
Enthusiastic, creative, positiveand oriented to problem solving
Open to share and putin practice innovated ideas that provide solutions to all typesof workplace challenges.
Helpful, respectful,approachable and team oriented, building strong working relationships and apositive work environment.
Focus on the customer’sbusiness results, and willing to go beyond basic service expectations to helpthem complete solutions.
Passionate to develop andcoach others, influencing them through positive communication, prepared toset clear expectations, reviewing progress, providing feedback and guidance,holding people accountable
Adapted to taketimely, informed decisions, considering the company s, departmentgoals and necessities, in order to select the best course of action to drivegrowth and strategic priorities.
Key tasks include, but arenot limited to :
Conduct Coaching and Feedback sessions to Individualsbased on KPIs.
Create action plans and follow up to optimizeindividual and team performance in a timely manner.
Managing customer escalations (which includes callsand emails).
Providing floor control in collaboration withOperational Effectiveness organization.
Participate with project and team meetings planningand execution.
Ensure business continuity (Help Desk tickets andspecial request escalations).
Advanced English Language Skills is mandatory.
Previous experience in a leadership role is a plus.
Experience and knowledge in NICR Shared Service Centeris a plus.
Ability to work in a team-oriented and fast-pacedenvironment.
Intermediate to advanced MS Office Applicationsknowledge including Excel, PowerPoint, and Visio is a plus.
Minimum tenure of 1 year on the actual role with NI isa must.
Consistently meets current role’s expectations interms of metrics, competencies and NI values.
Schedule flexibility is required.
Education Requirements :
University bachelor’s degree or equivalentexperience in the Customer Operations environment.
Certifications, training or learning related toProject Management, Continuous Improvement, Operational Excellence, Six Sigmais a plus.