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Form of workWho We are
Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home
maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.
We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the Customer Care/Claims Contact Center Manager, the Senior Supervisor, Contact Center Help Desk is a member of the Contact Center leadership team and is responsible for managing our team of Help Desk Specialists. The team is responsible for ensuring our Contact Center agents are providing the best customer service possible, and the Senior Supervisor is relied upon to maintain and deliver our expected high level of customer service excellence.
Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities include but not limited to:
- Coach and mentor, our Help Desk specialists team to optimize performance, drive consistency and growth of skills with a focus on providing an excellent customer experience.
- Manage accurate KPIs for the Help Desk team.
- Maintain and develop a library of best customer care and de-escalation practices and guidelines to be used by the Help Desk specialist team and Contact Center agents.
- Manage performance of departmental goals that meets business needs.
- Monitor real-time performance metrics and perform call audits to identify trends, opportunities, or issues, and take appropriate action as needed.
- Manage and ensure Help Desk specialist availability during established hours of operation.
- Collaborate with other departments such as training, QA, operations etc. to optimize business processes.
- Organize and lead escalation calls calibrations as needed and both document and share feedback with leadership.
- Fosters and sustains a positive customer care experience that enhances both individual and team excellence by acting as a champion of great customer service.
- Other duties as assigned by leadership.
We're Excited if This is You
Experience and Qualifications of the Role
- 3+ years of experience handling customer service de-escalations.
- Previous leadership experience.
- 3+ years of supervisory experience, within a Contact Center environment, is preferred.
- 2+ Years of experience with data analysis, trend identification and resolution application.
- Strong analytical skills with the ability to utilize data effectively to identify potential problems before they occur; develop models for forecasting demand; analyze trends in volume patterns; optimize schedules.
- Excellent communication skills both written and verbal.
- Strong organizational, communication, problem resolution skills.
- Demonstrated experience in leading and implementing change management initiatives while serving as the department champion.
- Ability to define and analyze issues and develop implementation plans to cure the problem.
- Understand the concepts of Contact Center staffing, forecasting and performance management.
- Fosters a culture of success and quality through driving results.
- Ability to lead multi-channel and cross-departmental teams.
- Support implementation of company initiatives and growth while serving as a subject matter expert for the Contact Center in matters of providing excellent customer service.
Education
NA/ Relevant Experience
Certificates, Licenses, Registrations
NA
Computer Skills Needed to Perform this Job
- Proficiency in Microsoft and Google Suites
- Strong Excel skills required
- Working knowledge of a WFM tool, phone, and customer service systems
- Proficient with phone system reporting and scheduling tools
Competencies
Action-oriented - Enjoys working hard; is action-oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
