The Community Archives Customer Service (CACS) Supervisor is responsible for training and supervising CACS personnel and assisting in all CS aspects of Community Archives products and services. This is a front-line supervisory position in a fast-paced centralized environment providing specialized disclosure documents for resale escrow transactions through a web-based document management service to community associations throughout North America.
Job Responsibilities: - Supervise the production and performance of service center in-office in accordance with our policies and procedures.
- Supervise CA Customer Service Center daily operations, including performance and production.
- Other duties as assigned.
- Interact with internal and external customers to maintain a high level of company service.
- Facilitates coaching and development sessions in both written and verbal format.
- Ensure adherence to internal and external Service Levels.
- Provide daily, weekly, and monthly reports on department performance and production.
- Make certain that each employee has a clear understanding of their daily responsibility by effectively balancing the workflow and setting expectations.
- Ensure new and existing employees are trained with necessary skills to perform their jobs effectively and efficiently.
- Responsible for coordination of staff's schedules (lunches/work hours/PTO/OT/ & training)
- Manages program-specific performance standards (e.g. KPIs: Quality/Adherence, Service Level, Average Handling Times, Attendance).
- Coordinate and conduct monthly staff one-on-one meetings and 90-day reviews.
- Assist clients with customer service-related issues.
- Develop an environment providing motivation, participation and opportunities for employee initiative.
- Responsible for hiring the right employees that will be successful in their position.
Education and Experience: - Associate degree desired or minimum 2 years experience in call center environment.
- Prior experience as a Call Center Supervisor required.
Knowledge and Skills: - Considerable experience managing 12 or more employees in a supervisory role.
- Experience managing employee performance including coaching to call center metrics.
- Strong technical computer proficiency (Microsoft Windows, keyboarding skills, strong systems aptitude-ability to quickly navigate through multiple systems).
- Experience with support channels including telephone, email, and chat.
- Strong interpersonal, coaching skills, including the ability to provide constructive feedback in a manner that results in improved performance.
- Possess common sense, logical thinking, and time management skills.
- Objectivity, professionalism and maturity.
- Flexibility and demonstrated ability to adapt well in a changing environment.
- Ability to remain focused and productive.
- Excellent written and verbal communication skills.
- Exceptional customer service attitude.
- Strong interpersonal skills and business sense for building relationships across all levels of a matrixed organization.
- Ability to lead and motivate a team to meet department objectives.