Supervisor, Customer Support - Houston, United States - Bill

Description

**Supervisor, Customer Support**

at Houston, TX **Mission:** Our passion is to create a personal and friendly experience for our customers both internal and external. We work as a team to provide simple and efficient solutions by sharing product knowledge resulting in confidence and satisfaction at the end of each interaction. **Key job functions:** Develop and lead a team of approximately support advocates focused on delivering world-class customer service. Managing the performance is the main function, taking place through effective 1-1 sessions with Advocates. Hiring, on-the-job training, and preparing support advocates to respond to customer inquiries and troubleshoot issues. Conduct quality assurance audits to ensure advocates adhere and comply with all performance standards, policies and procedures. Monitor and evaluate agent performance, providing feedback and/or coaching opportunities, and taking corrective actions, if necessary. Understanding and assisting advocates in developing their individual career paths. Conduct a bi-weekly review of CSAT, negative ratings and quality assurance scores and provide advocates with actionable items for improvement along with feedback on what they are doing well. Relentless focus on the customer experience, constantly identify and communicate opportunities and solutions to improve their experience. Make recommendations for process improvement, product enhancements, and training opportunities. As a member of the leadership team, work with cross functional departments to identify and remedy issues that affect customer centricity. Deliver results based upon performance metrics. Monitor the chat, phone and email queues and proactively find a solution to ensure SLA targets are met. Demonstrate creative problem-solving techniques for customer complaints and elevated issues. Oversee the day-to-day team operations, management, team building, agent staffing/scheduling, and reporting. Conduct performance reviews, set individual goals, and recommend performance recognition. ****

**Professional experience/background to be successful in this role:**

Minimum four years of contact center experience with two years of which must be in a supervisory or a leadership capacity

Bachelors Degree or the equivalent combination of four years of education, training, or work-related experience

Demonstrated experience using multi-channel telephony technologies, such as chat, web-portal and phone

Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team

Prior experience with coaching team members and leads around soft skills, policies, processes, and workflows

Demonstrated ability to successfully manage teams of 10 to 15 people

Excellent oral and written communications skills

Experience managing agents working from home and/or in an in-house setting

Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions

Experience with QuickBooks Online, QuickBooks for Windows, Xero, Intacct, and Netsuite preferred

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**Competencies (Attributes needed to be successful in this role):**

Assertiveness - trusts in their own judgement and is not overly dependent upon the approval of others.

Communication - clearly expresses ideas, thoughts, & concepts in writing & verbally, using correct & appropriate grammar, organization, & structure. Able to deliver presentations to the immediate team, easily adapting content & style to the audience. Recognizes the value of continuous information exchange. Listens effectively; clarifies information as needed.

Customer Orientation - views the organization through the eyes of the customer and goes out of their way to anticipate and meet customer needs.

High Standards - meticulous attention to detail, accountability for self and others; provides suggestions to improve processes steadily and effectively.

Initiative - sees a need and takes action without being prompted.

Problem Solving and Decision Making - identifies problems, solves them, acts decisively, and shows good judgement.

Sensitivity - communicates empathy toward others, respect for the individual, and appreciation of diversity among team members.

Talent Development - expands the skills of advocates through training, coaching, and development activities. Offers clear, direct, and timely feedback.

Professional Presence - how you control the room and present yourself to peers, customers, and internal partners directly impacting your credibility in the organization. It is how you communicate verbally and through your appearance and physicality.

Achieve knowledge of product/platform services

Be responsible and accountable to successfully execute on the key metrics such as SLA and CSat for your assigned team.

Conduct weekly 1:1s with all team members to build rapport, address concerns, and create and oversee development plans for direct reports

Manage the quality assurance performance for each advocate by reviewing and delivering scores, creating an action plan for improvement and following up on progress

Trained and actively performing all administrative tasks (Leadership queue, queue management, payroll approval, etc.)

Responsible for performance management and progressive discipline for direct reports

Provide continual evaluation of processes and procedures; suggest methods to improve operations, efficiency, and service

Train and coach direct reports and their team members on top contact drivers relevant to their assigned queues, review top 10 contact drivers for your respective areas on monthly basis

Manage the day-to-day operations including but not limited to: hiring, supervising, coaching, developing, and mentoring your direct reports

Handle customer escalations from your team members

Focus on the customer experience by tracking and coaching for positive CSat

Focus on team coaching by evaluating and tracking QA results

Daily, Weekly, Monthly basis education and coaching for support advocates on top contact drivers relevant to their assigned queues

Provide feedback to the CS Leadership team if standard operating procedures and/or streamline workflows need to be updated for operational and customer experience improvements.

Develop professional development goals and objectives for the staff and achieving or exceeding defined results

Contribute to cross-functional initiatives (meetings, projects, etc.)

Conduct quarterly/annual performance reviews

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or release