Supervisor, Customer Care

• Supervise a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily workload to ensure required service volume and quality levels are attained.
• Train and coach staff in standard policies, procedures, and best practices.
• Identify opportunities for operational improvements and implement solutions.
• May monitor staff performance and have responsibility for hiring and performance appraisal.
• Supervise a small group of para-professional staff characterized by highly transactional or
• Actively work towards consistency in team meeting all KPIs.
• Contribute to the development of processes and procedures.
• Take inbound calls when gaps are identified, or team members are out of the office
• Navigate Through Multiple Computer Applications with Speed & Accuracy
• Service Desk Management
• Service Level Management
• Customer Service Help Desk Software
• Associate degree or the equivalent of 3 years of leadership experience (call center experience preferred)
• 1 year banking experience (preferred)
• Professional Positive Attitude & Courteous Telephone Etiquette
• Full-Time Schedule Availability (Evenings/Weekends may be required)
• Willing to submit a Background Check
• Benefits eligibility on Day 1
• Health Insurance (Medical, Dental, Vision) & Other Benefits
• Paid, Virtual Training
• Remote Work Environment
• Opportunity for Professional Development
• WORK ENVIRONMENT This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
• PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
• Duties, responsibilities and activities may change at any time with or without notice.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.