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Syracuse

    Supervisor, Customer Service - Syracuse, United States - National Safety Council

    National Safety Council
    National Safety Council Syracuse, United States

    3 weeks ago

    Default job background
    Description
    Save lives, from the workplace to anyplace.

    The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. Our Initiatives include:
    • Workplace Safety
    • Roadway Security
    • Impairment
    We are currently looking for a Supervisor, Customer Service to join us in our mission to save lives and prevent injuries.

    Position Highlights:

    The Supervisor, Customer Service provides leadership, mentoring, and coaching to DMC customer service staff. Develop, implement, and supervise customer service processes within a contact center environment. Coordinate day-to-day customer service needs. Monitor and evaluate agent contact center behaviors to ensure quality standards and program regulations are met. Develop quality standards through data and process analysis assuring NSC services always meet customer expectations for quality. Assure process and data integrity measures are in place with consistent auditing and communication.

    What You'll Do:
    • Lead all aspects of people management for Data Management Center Customer Service Representatives (CSRs) including but not limited to recruiting, training, coaching, goal setting, progressive discipline, and performance management. Collaborate to develop a winning culture.
    • Supervise all aspects of DMC's customer service policies, objectives, and initiatives.
      • Develop and maintain a highly detailed, holistic customer service quality assurance program including QA form & process development, calibration, live monitoring, and metrics.
      • Handle difficult or complex questions and escalated calls.
      • Oversee staff channel scheduling assignments based on analysis of workload and peak channel volumes to ensure contact center performance meets service level expectations.
      • Develop and communicate procedures and metrics that drive quality, efficiency, and process & data integrity.
      • Assure all customer touchpoints are accurate, innovative, and combatting competition.
      • Utilized metrics, and contact content, and analyzed data for process, system, and workflow change recommendations.
      • Work with the Manager to analyze and provide historical trend data, graphical representations, metrics, actionable data, and reports.
      • Work with Manager and contact center software to produce charts, wallboard data, desktop widgets, etc. to depict agent/team performance and drive motivation/incentive programs.
      • Identify agent/team training needs. Develop training, job aides/resources & content libraries. Conduct group training.
      • Participate on the call center floor and in team meetings to take a proactive role in communication as well as encouraging process and training improvement.
      • Manage contact center software packages as a super user.
    • Serve as a part of the Supervisor on-call rotation, handling remote location instructor problems weeknights and weekend days by using in-depth program and safety knowledge to quickly resolve issues from AV equipment, facility items, problem students, emergencies, etc
    We're Looking for Someone with:
    • 5-7 years relevant customer service or call center experience and within that experience:
      • at least two years of supervisory or leadership
      • quality assurance and documenting best practices experience
    • Proficient in Microsoft Office, workforce management, and industry-related software programs.
    • Bachelor's degree preferred. § Strong knowledge of customer care processes and techniques.
    • Self-starter and highly detail-oriented and possess good time management, organizational, and decision-making skills.
    • Excellent written and verbal communication skills and exceptional listening and analytical skills with attention to detail.
    • A "can do" attitude.
    • Collaborative with demonstrated ability to work well in a fast-paced, metrics-driven, team environment.
    • Ability to independently handle multiple projects simultaneously.
    • Proven ability to respond to and complete deadlines as well as delegate and organize own work and other's workflow.
    • Proven ability to achieve and maintain departmental quality standards including experience working on business process improvement, analyzing data, and implementing projects.
    • Salary is $65,000
    Reasons You'll Love it here:
    NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:
    • At least 20 PTO days accrued 1st year and 11 paid holidays
    • Flexible work arrangements
    • Comprehensive medical, dental, vision, and life insurance plans
    • Flex spending accounts for medical and dependent care
    • 403(b) & Roth 403(b) with employer match up to 6%
    • Reimbursable training
    • Student loan pay down
    • Dress for your day
    We believe that you can't be safe if you don't feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

    NSC is an equal opportunity employer.

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