OPERATIONS SUPERVISOR

To ensure a world-class customer service experience while leading a team focused on payments/collections risk outcomes. This tole is critical in managing chargebacks, disputes, and collections, making customer eligibility decisions, and optimizing manual review processes.

APPLY THROUGH THE COMPANY WEBSITE USING THE LINK BELOW:

Operations Supervisor

What You’ll do:

The duties and responsibilities of this position described here include but are not limited to those you will be required to perform.

• Your success in this position will rely on the overall performance of your team based on specific KPI’s in addition to innovatively keeping the team engaged and motivated.

Team Leadership, Development and Performance

• Supervise and motivate a team to meet key performance indicators (KPIs) such as QA scores, process compliance, and attendance.
• Manage your team’s timecards in preparation for payroll.
• Ensure team members deliver exceptional customer experiences across the customer lifecycle (e.g., billing, disputes, and escalations).
• Conduct regular coaching sessions (once weekly) to develop team skills and behaviors.
• Select, hire, and manage a team of Operations Support Associates.
• Focus on role-modeling, coaching, and developing your team.
• Make sure the team does a great job while at work - know your team and help them achieve their goals by coaching the right behaviors, skills, and attitudes
• Make sure the team likes to come back to work - provide motivation and recognition to maintain an efficient, service-friendly environment and high morale

Payments & Risk Management

• Manage risk outcomes related to chargebacks, disputes, and collections, ensuring compliance with company policies.
• Lead manual review processes and make critical decisions regarding customer eligibility.
• Handle escalated cases professionally, balancing customer satisfaction with company interests.

Operational Excellence

• Collaborate with other departments to refine workflows, improve key metrics, and streamline processes.
• Implement at least three initiatives annually to enhance team efficiency and service quality.
• You are expected to maintain a 97% attendance & punctuality adherence.
• Understand and embody the Flexcar Care team’s tenets.
• Make Judgement calls in sensitive situations effectively

What drives success for this role:

• 4-year college degree (preferred)
• 2 - 3 years of previous customer support experience or working with the general public
• Experience with payments/collections risk outcomes, such as chargebacks, disputes, or collections.
• 3 – 4 years of experience hiring and managing support teams
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business need. Shifts may include evening, overnight or early morning hours.
• Technical aptitude and the ability to pick up new technology quickly, particularly during product development with little documentation.
• Must be comfortable supervising staff remotely.

Additional Skills

• Familiarity with Zendesk
• Experience with Microsoft Office bundle or equivalent
• Experience with creating policies and managing online help resources
• Experience with payment systems
• Early adopter of technology
• Experience with contact center operations    

Physical Demands and Working Conditions:

Work is typically performed in an office environment with some physical demands, such as sitting, standing for long periods of time, bending, stretching, lifting, and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions.  

APPLY BELOW:

Operations Supervisor