Supervisor, Customer Service

Save lives, from the workplace to anyplace.
The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. Our Initiatives include:

• Workplace Safety
• Roadway Security
• Impairment

We are currently looking for a Supervisor, Customer Serviceto join us in our mission to save lives and prevent injuries.
Position Highlights:
Provide leadership, mentoring, and coaching to DMC Customer Service staff. Develop, implement, and supervise Customer Service processes within a call center environment. Coordinate day-to-day Customer Service needs. Monitor and evaluate call center agent call behaviors to ensure quality standards and program regulations are met. Develop quality standards through data and process analysis assuring NSC services always meet customer expectations for quality. Assure process and data integrity measures are in place with consistent auditing and communication
What You'll Do:
Staff Supervision (45%)

• Onboard, train, coach, motivate, discipline, monitor, schedule, review, and supervise employees.
• Evaluate, calibrate, train, and communicate around call script expectations and process standards.
• Meet with employees to review calls, coach on performance opportunities or excellence in service provided, and review metric data.
• Create employee work schedules to accommodate call volume and workflow requirements during call center hours of operation.
• Handle difficult or complex questions and escalated calls.
• Serve as a part of the Supervisor on-call rotation, handling remote location instructor problems on weeknights and weekend days by using in-depth program and safety knowledge to quickly resolve issues from AV equipment, facility items, problem students, emergency situations, etc.
• Organize and actively maintain employee engagement initiatives.

Customer Service Quality Assurance (25%)

• Design QA call score forms aligned with business objectives.
• Develop, document, and communicate Customer Service quality standards, procedures, and service level metric goals.
• Conduct both side-by-side observations and live or recorded monitoring through call software.
• Oversee and ensure the creation and maintenance of all employee job aids, reference materials, and customer touchpoints.

Data Collection, Management & Analysis (15%)

• Maintain accurate quality data for call performance documentation.
• Analyze historical trend data and compile reports, charts, or other communication to management regularly.
• Recommend and communicate call center metrics.
• Identify areas of improvement and process changes through analyzed data and call content.
• Recommend and implement new solutions to drive call center efficiency.

Process Improvement & Efficiency (10%)

• Analyze metrics for process improvements/business and workflow change recommendations.
• Participate on the call center floor and in team meetings to take a proactive role in communication as well as encouraging process and training improvement.
• Recommend and implement new solutions that will make call center operations and metrics more effective and efficient.

Other Job Duties (5%)

• Manage multiple call center software packages (Uptivity, Finesse) as a super user.

We're Looking for Someone with:
Bachelor's degree and 5-7 years of relevant Customer Service or call center experience and within that experience:

• at least two years of supervisory or leadership, quality assurance, and documenting best practices experience.

Instead of education, at least 6 years of relevant experience.

• Bachelor's degree preferred.
• Strong knowledge of customer care processes and techniques.
• Self-starter and highly detail-oriented and possess good time management, organizational, and decision-making skills.
• Excellent written and verbal communication skills and exceptional listening and analytical skills with attention to detail.
• A "can do" attitude.
• Collaborative with demonstrated ability to work well in a fast-paced, metrics-driven, team environment.
• Ability to independently handle multiple projects simultaneously.
• Proven ability to respond to and complete deadlines as well as delegate and organize own work and other's workflow.
• Proven ability to achieve and maintain departmental quality standards including experience working on business process improvement, analyzing data, and implementing projects.
• Intermediate Microsoft Office skills are required.
• Salary: $65,000/yr
• This is a hybrid role once an individual completes their training.

Reasons You'll Love it here:
NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:

• At least 20 PTO days accrued 1st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b) with employer match up to 6%
• Reimbursable training
• Student loan pay down
• Dress for your day

We believe that you can't be safe if you don't feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.
NSC is an equal opportunity employer.