Supervisor, Operations – Customer Care

at  Element Fleet Management

Get started on an exciting career at Element!
Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
What We Need
We are looking for an Operations Customer Care Supervisor to join Element Fleet Management in a unique industry and at a rapidly growing organization.

Are you:

• An Customer Care Supervisor with 3 years of experience?
• Looking for a chance to lead a team in customer care excellence?

As the Supervisor, Operations – Customer Care you will oversee and offers guidance around current contact center operational processes to establish operational targets, best practices, and training programs that support service, quality, and efficiency standards. Supports contact center staff with day-to-day oversight and resources for contact center operations. Responsible for the successful execution of all operational processes of functional area. The supervisor must ensure that team members are properly trained and knowledgeable of the processes to consistently meet customer satisfaction.

A Day in the Life

• Oversees daily operations of contact center team by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards.\
• Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards.
• Serves as primary point of contact for contact center and operations employees and resolves complex issues.
• Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention.
• Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved.
• Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members.
• Supervise day-to-day operations of assigned work teams; developing, assigning, and planning work schedules to ensure departmental goals are achieved and client service objectives are met.
• Provide coaching, development, substantive performance feedback and training to team members and technical leads where applicable.
• Motivate, coach, share best practices, provide direction, and enforce policies and standards to help the staff achieve departmental goals and objectives. Demonstrates Element People Leadership Capabilities: Leading Strategically, Cultivating Curiosity, Driving Results, Influencing Others, and Developing Talent
• Reviews and follows up on Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes, create performance improvement plans, improve competencies, and discuss corrective action as needed
• Plan appropriate training
• Analyze work volumes and, identify and forecast trends and adjust staffing to ensure departmental metrics are met or exceeded.

Requirements

• Bachelor’s degree required, or three to five years related experience, or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
• 2 or more years of demonstrated success in supervising people in teams of 10+ employees preferred.
• 3 years of customer service or client contact experience and / or prior experience working in Fleet Services industry preferred.

Knowledge & Competencies

• Demonstrated experience with the ability to lead, motivate and inspire employees to perform at their highest levels to achieve departmental goals and objectives.
• Strong organizational planning, decision making, execution and proven analytical skills required.
• Ability to work under pressure, using tact, discretion and good judgment to respond to all requests in a professional and courteous manner.
• Possess excellent verbal and written communication skills.
• Detail-oriented; flexible and creative.
• Analytical, problem solving, and negotiation skills.
• Ability to navigate various plan details and system process procedures.
• Ability to make effective recommendations to develop methods and procedures that improve department’s effectiveness and efficiency.
• Demonstrated supervisory, coaching, development and training skills.
• Strong interpersonal skills and team orientation
• Able to follow strict timelines and manage multiple tasks concurrently.
• Proficient working knowledge of the Microsoft suite. (Word, Excel, PowerPoint)
• Excellent organizational skills with ability to handle multiple priorities.
• Excellent skills in project management and analytics
• Demonstrated ability to build and foster teamwork and relationships

What’s in it for You

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.
Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to
talentacquisition@elementcorp.com or call (800) 665-9744

Please refer the Job description for details