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Supervisor - Inbound Consumer Care (Bilingual)

Palatine, IL

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The role of the Inbound Consumer Care Supervisor is to manage the day-to-day operations of the Inbound Consumer Care team, including direct Supervision of a team of Agents. The primary accountability of the Supervisor is to provide leadership to the team and encourage a positive work environment. The Supervisor will assist with all aspects of consumer escalations. This role will require collaboration with the CCS team, CS Manager, and Service Manager to understand, document consumer concerns, determine and provide resolutions. It is imperative this position executes the required actions to resolve consumer issues. The Supervisor will be heavily involved in ensuring troubleshooting is taking place by the agents to fully resolve the consumer’s question/concern.

It is the responsibility of the Supervisor to mentor and coach Agents after their initial training and maintain Performance and Productivity reports to ensure both Performance and Productivity goals are being met/exceeded. Supervisors are responsible to communicate updates and changes to all team members and to monitor attendance, vacation schedules and take professional disciplinary action if there is a need.

Essential Duties and Responsibilities:

  • Manage day to day operations of the Inbound Consumer Care team and bi-lingual team
  • Interview & hire prospective Agent candidates
  • Mentor & coach new agents after initial training
  • Continued development, coaching and accountability of team
  • Monitor quality performance on a weekly and monthly basis to ensure consumer excellence is being driven by agents
  • Conduct monthly 1x1’s and weekly team meetings
  • Maintain performance and productivity reports
  • Ensure all tickets, web forms and calls are being completed within the guidelines set
  • Monitor attendance & vacation schedules
  • Take professional disciplinary action if needed
  • Handle consumer escalations from the team as well as assist with taking non-escalation incident calls when necessary.
  • This role has the authority, when appropriate to offer a resolution on the first call with the consumer.
  • Will proactively contact consumers with issues and ensure the consumer feels heard and we have a full understanding of the issue/concern.
  • Provide high touch service to all stakeholders (external customers and agents, internal business associates) with accuracy and strong sense of urgency while consistently meeting key department/team performance metrics.
  • Properly document details of metrics and performance in the computer system.
  • Identify, monitor and record escalated customer issues, trends and/or complaints to use this information to improve continuously within the Inbound Consumer Care team.
  • Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues in a timely manner.
  • Utilize appropriate tools to ensure the consumer receives relevant and accurate information at any time.
  • Assist in meeting service goals set forth for the Inbound Consumer Care team.
  • Flex between assisting Inbound Consumer Care, OCC/Tech and Incident team members who need help
  • Ability to flex schedule when needed to support the entire Consumer/Customer Care department

Education and Experience Requirements: 

  • High School diploma; or related experience and/or training or equivalent combination of education and experience.
  • 2 year + of people management experience required
  • Supervisory Skills
  • Bi-lingual – Spanish
  • Strong leadership and teamwork skills
  • Mentoring and coaching skills
  • Excellent verbal and written communication skills
  • Ability to understand and disseminate strategic information
  • Decision making skills
  • Strong employee engagement

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