Care Center Supervisor at American Expediting

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Full Time

Start Date

Immediate

Expiry Date

06 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Leadership, Performance Management, KPI Management, Root Cause Analysis, Employee Coaching, Customer Experience, Workforce Management, Escalation Resolution, Corrective and Preventative Action Plans, Quality Calibration, Logistics Management, Team Motivation

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Care Center Supervisor Remote ABOUT THE COMPANY: American Expediting is the nation's premier custom transport provider. Our people are smart, creative problem-solvers dedicated to crafting custom transport, logistics, warehousing, and distribution solutions for some of the world's most dynamic brands. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for mission-critical, time-critical shipments. And our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers. POSITION SUMMARY: The Care Center Supervisor is responsible for day-to-day leadership of a contact center customer service team and ensuring American Expediting customers have an exceptional experience. They are responsible for performance management of customer service KPIs and management of corrective action and career development plans for representatives. They communicate with the management team and direct manager when barriers to success are identified through root cause analysis. REPORTS TO: Care Center Manager RESPONSIBILITIES: * Onboard new employees to team and ensure employees are provided with clear goals and guidelines * Ensure team is adhering to standards, policies, and procedures * Conduct team meetings and coaching sessions, ensure huddle board fulfills objectives. Adjust based on feedback from team and manager. * Motivate staff and nurture trust to create a teamwork environment * Maintain confidentiality of employee, company, and customer information * Ensure recognition and other essential programs are implemented on the team to improve employee experience and influence and motivate employees to achieve targeted objectives * Mentor, coach, and develop team of Customer Service Representatives to meet and exceed customer expectations * Maintain engagement with team members through daily huddle team meetings, regular communications, and through being present and listening or barriers to success * Monitor reporting and system dashboards to monitor service delivery * Ensure team follows department specific procedures that align with the vision and mission of American Expediting * Responsible for performance management of team KPIs and conducting root cause analysis for corrective action * Resolve and work on escalations that require manager attention and ensure closed loop feedback takes place * Provide timelines and corrective action for management teams when required (Corrective and Preventative Action Plans) * Work closely with the contact center leadership team to ensure consistency and accountability from support teams * Meet daily with workforce management team to analyze reporting provided and respond to real-time requests * Use information from daily huddle feedback and close loop on areas outside of own control * Serve as a subject matter expert on customized department procedures and general contact center procedures to ensure that customer requirements can be met * Calibrate with quality team to make sure team is aligned and coached accordingly * Collaborate with process, training, and knowledge team to improve resources for the department * Prioritize employee engagement and alignment with the vision and mission of American Expediting and customer experience. MINIMUM QUALIFICATIONS: * Bachelor’s degree preferred * Minimum 3 years large contact center leadership experience KNOWLEDGE, SKILLS & ABILITIES: * A solid understanding of call center terminology and functions * A solid understanding of call center KPIs and how to manage performance * Healthcare and Life Science industry knowledge a plus * Previous experience with expediting, and critical shipment logistics.

Responsibilities

Lead a remote contact center customer service team to ensure an exceptional customer experience. Manage team performance through KPI monitoring, coaching, and the implementation of corrective action plans.