Supervisor - Call Center (Customer Service)

`Do YOU have experience managing Customer Support Teams? Supervisory experience? Sales and/or Technical Support Experience? Passion for helping others?

Join our HCL America Solutions Team TODAY!!

Summary: At the program or client brand level, manages the tactical, day to day aspects of multichannel customer engagement. This position has primary responsibility for to ensure successful operations and performance to client expectations including associate performance, policy adherence and continual process refinement, meeting or exceeding both HCLA Solutions and client goals and objectives.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Leads the program as the SME, including product knowledge and elevated contact issues, and as the product, service and associate champion.

· Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements.

· Initiates partnership with internal departments to develop and implement program specific plans for the team or individuals; assists with program training, quality monitoring, financial reviews and program reporting.

· Continually monitors overall volume and scope of work to ensure appropriately resources are in place to achieve contractual obligations

· Utilizes independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and workstreams. Recommends and implements operational improvements.

· Develops and maintains a strong partnership with appropriate client representatives and internal business partners to contribute to long term collaboration.

· Proactively develops a culture of inclusiveness and positive associate relations, developing reward, recognition and incentive programs, assigns and directs work, appraises performance and manages talent.

· Responds to and complies with any investigations, audits, periodic reviews and complies with all HCLA Solutions and client SOPs.

· Interviews and trains associates, maintains program-related job aids, and internal and external communications.

· Ensures that all HCLA Solutions-related administrative forms and reports are completed, including but not limited to payroll, associate time-tracking and attendance and project results.

Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems.

Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Minimum of a high school diploma or general education degree (GED); a minimum of one to three years of experience supervising or managing functions and personnel, preferably in a contact center environment.

Knowledge of AE/PQC intake process, experience in client interactions and project management, skilled with use of Microsoft Office, dexterity navigating multiple databases, excellent verbal and written communication skills.

Ability to work efficiently in team environment and independently.

Ability to define problems, collect data, establish facts, identify trends, think creatively, seek optimum solutions and escalate to the appropriate level when needed.

Language Skills:

Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids. Ability to write routine correspondence. Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person.

Reasoning Ability:

Ability to define problems, collect data, establish facts, identify trends and draw valid conclusions.

Computer/Technical Skills:

Proficiency with Windows-based applications within a network environment. Proven ability to comprehend new systems and technologies

Other Skills and Abilities:

Ability to manage difficult, irate or emotional situations while maintaining composure; ability to multi-task; excellent time and process management skills; project management skills; ability to handle conflict and balance the needs of the program and the team; demonstrates strong leadership skills.

Other Qualifications:

This position may require participation in and possible travel to training sessions, off-site events, and client locations.

If you feel that you qualify for this position and ready to move forward, click APPLY today!

HCLA Solutions is an Equal Opportunity Employer - EOE, M/F, D/V.

https://www.hcltech.com/candidate-privacy-notice

Job Type: Full-time

Salary: From $41,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Supervisor: 2 years (Required)
• Call center: 1 year (Required)
• Customer Service: 2 years (Required)
• Computer skills: 2 years (Required)

Location:

• Kings Mountain, NC (Required)

Work Location: Remote