Overview of Role: Reporting to the CARE Manager, as Supervisor, you will constantly help the organization to improve our customer experience and support our market growth efficiently. You will be responsible for managing 15-25 NA Customer Care Employees, reviewing, and analyzing performance data, conducting root cause analysis for performance gaps, create improvement plans to address and correct and improve performance gaps. You will be an integral part in the growth and development of the NA Customer Care Employees by enrolling and coaching them towards their career growth. You will also be responsible for feeding the operation with insights on customer experience and implement continuous improvement strategies to optimize it and help reduce the contact rate. The Care Supervisor will drive the engagement, communications, and customer obsession of the NA CARE teams in line with the National Pen established standards and company culture within the Goldstar department. |
Responsibilities: - Communicate effectively with team members to establish a clear understanding of job expectations, performance goals, and procedures.
- The successful candidate will be required to support and enforce: Employee Code of Conduct, Compliance Requirements and Procedures, Call Handling, Dress Code, Attitude and Behavior.
- Work with NA Care Manger to approve holiday requests, ensuring daily timecards are maintained and managing monthly commissions/bonuses.
- Support and assist with hiring, training, and maximizing staff productivity and impact.
- Act as an enabler for customer experience activities - deliver best practices, tools, and guidance across the organization, and work in close collaboration with NA CARE teams and internal partners to identify and prioritize customer experience projects.
- Analyze various sources of data to identify patterns and customer pain points including industry benchmarks and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product improvement feedback, etc.
- Contribute to improving FCR by identifying areas of improvement on both customers & agents’ sides.
- Proactively educates NA CARE teams on the importance of metrics, drivers, and customer experience.
- Create, support, and drive customer obsession in NA CARE teams.
- Manage customers escalation and identify proactive improvement.
- Ensures Associate calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
- Be hands-on and demonstrates a desire to help team members by building effective working relationships, driving individual responsibility, and accountability, and contributing to the program’s successful performance.
- Reviews and distributes procedure changes/updates in a timely manner. Ensures team members understand changes and are aligned with organizational/site goals.
- Prioritize Payroll updates and review for NA Care team members on a weekly basis.
- Plan and conduct team meetings to share information, calibrate knowledge and performance, and motivate Associates to learn and excel.
- Attend daily/weekly/monthly Leadership meetings.
- Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
- Administers HR and Department policies as instructed.
- Supervise and coordinate activities with the care/phones and orders box team.
- Keep the NA Care Manager informed of any escalating problems regarding products, systems, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
- Issue written and oral instructions and assist with questions and training of agents.
- Supervise and manage the performance of each direct report within the orders box team, phones team and care team on a daily basis. This includes productivity, accuracy, call quality, customer communication quality and attendance.
- Effectively create, issue, and manage employee Performance Reviews and Performance Improvement Plans, where necessary, in an effort to ensure that individuals meet objectives.
- Ensure disciplinary actions for front-line employees occur in transparent, accurate and timely manner.
- Communicate and maintain National Pen’s Goldstar department’s vision, direction, and culture to the team.
- Other duties and Special Projects as assigned.
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Required skills and experience: - 3+ years as supervisory experience in BPO field; CARE experience is a plus.
- Minimum of Five (5) CXC/GCE subjects, including English Language and Maths related subject, or HEART Level-II and High School Diploma or Degree.
- Strong Technical Support background is a plus. Knowledge of computer applications such as MS Office suite.
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- Demonstrated ability to work independently at a high level, under pressure, handle difficult situations with tact, grace and employ critical thinking methodologies.
- Strong customer focus with proven record of meeting deliverables within deadlines
- Analytical skills, understand basic statistics and continuous improvement methodologies.
- Ability to maintain the highest level of confidentiality, integrity, and overall ethics.
- Strong interpersonal, written, and oral communication skills.
- Ability to prioritize and organize work as well as manage frequent change.
- Demonstrate a problem-solving mentality.
- Flexibility in work schedule
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About Pens.com Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia. To learn more, visit: www.PENS.com Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR). |
