Supervisor, Customer Care

DO, 11500

Description:

OBJECTIVE

Supervise a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily work load to ensure required service volume and quality levels are attained.

ESSENTIAL FUNCTIONS

* Train and coach staff in standard policies, procedures, and best practices.

* Identify opportunities for operational improvements and implements 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

repetitive processes.

* Contribute to the development of processes and procedures.

REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s Degree

3 years experience in the related area as an individual contributor.

COMPETENCIES

Service Desk Management

Service Level Management

Service Management

Service Operations

Customer Service Help Desk Software

SUPERVISORY RESPONSIBILITY
[Yes/No]

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.

POSITION TYPE/EXPECTED HOURS OF WORK
This is a (full-time/part-time) position. Days and hours of work are (Monday through Friday, 8:30 a.m. to 5 p.m.)

TRAVEL
[State any travel requirements]

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.

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.