The Supervisor Customer Care is responsible for effectively supervising a customer service team and/or operational team in addition to providing shift support to staffed employees maintaining a productive operating work environment. The position will support a positive peer culture in an effort to meet performance standards, facilitate growth and development, and create efficiencies.

EDUCATION

• Higher education degree, preferred.
• General knowledge of math, communication and leadership concepts normally acquired through completion of high school/GED or demonstrated ability through work experience.

EXPERIENCE

• 1-3 years direct supervisor experience, preferably in a Customer Service contact center, including basic knowledge of human resource policies and procedures.

ESSENTIAL SKILLS

• Strong analytical skills - proficient in compiling stats and evaluating reports.
• Ability to train and develop staff members, as well as delivering feedback in a positive manner.
• Excellent internal and external customer service skills.
• Excellent oral and written communication skills - ability to work closely with a wide variety of people and positions in a diplomatic and professional manner.
• Ability to manage multiple tasks and work well/effectively under pressure.
• Excellent time management skills - ability to work a varied schedule to best accommodate business needs.
• Proficient in MS office/windows and basic office equipment.
• Languages - fluent English, any other foreign language would be an asset.
  

  LI-AZ1

Qualifications
Primary Location: Poland-PL-Warsaw-Warsaw
Work Locations: PLCorpWarsaw_13 Konstruktorska 13 Konstruktorska Street Konstruktorska Business Center, 6th Floor Warsaw 02-673
Job: Customer Operations Support
Organization: Global Operations
: Full-time
Job Posting: Jun 7, 2024, 7:58:49 A

• Analyzes performance metrics; conducts, monitors/audits employee phone calls or off-phone work responsibilities to provide necessary coaching and monitoring to ensure individual and team is performing to department performance expectations. This includes performing one on one coaching; team meetings; up-training new procedures and new product offerings; accruals/payroll update-tracking, performance appraisals, interview and selection for new hires within all skill areas, as well as conducting disciplinary action and termination.
• Provides necessary floor coverage in a 24X7 call center operation to all representatives to ensure supervisor availability and necessary interactions.
• Identifies department efficiencies by reviewing current departmental practices and procedures through partnership with peers and co-workers.
• Recommends and implements changes to improve departmental operations through established change control and governance processes; key player in development of new departmental practices and policies including the communication and successful implementation of changes.
• Receives and handles escalated agent and consumer calls.
• Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations.
• Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, as well as handling customer phone calls.
• Performs other duties and/or special projects as required.