Supervisor Of Customer Care

At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. 

Who We Are: 

We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually. 

Who You Are: 

We are looking for a Supervisor of Customer Care who considers themselves: 

• Self-motivated – you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion. 
• A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. You appreciate the value in collaboration and have ability to lead a team to do the same. 
• An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new. 
• A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology. 

What You'll Do 

The Supervisor of Customer Care manages the overall staffing structure and workflow of a Customer Care team comprised of 15-25 Customer Care agents supporting a large client: including day-to-day employee management as well as customer relationship management.  As a supervisory role, this position will get involved resolving escalated team issues and is expected to consistently meet departmental expectations on metrics related to deliverables. This role will maintain departmental quality and compliance standards by identifying and implementing ongoing improvements in the areas of people, access, and systems to achieve defined performance metrics. This role requires a high level of knowledge working in call center protocol along with the ability to direct the Customer Care team to success to successfully meet departmental performance expectations.  Decision-making and problem-solving are key components of this role.

All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).

While this role is 100% work from home, individual must be in United States.

Responsibilities:

• Supervises daily work production and flow from direct reports to ensure prompt and effective customer service maintaining performance records to measure weekly, monthly and quarterly achievements
• Independently examines and analyzes the team's performance against measured service goals
• Demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's achievement of service level(s)
• Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives
• Monitors agent daily productivity for trends and issues
• Handles questions and escalations from direct reports providing guidance to available resources/tools to increase capabilities and knowledge level of direct reports
• Identifies and escalates new issues or trends, develops appropriate action plans to manage challenges, recommends process and procedure improvements to the Customer Care Manager
• Disseminates communications to direct reports regarding policy changes, incentive updates and technical issues as well as other direct information as needed
• Monitors direct report voice and non-voice interactions for quality purposes meeting required QA monitoring monthly and conduct regular calibrations with peers to ensure individual, team and department goals are being met
• Provides performance feedback and as necessary documents all progressive performance management steps in accordance with First Advantage policies with the guidance and approval of Human Resources
• Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback
• Conducts bi-weekly team meetings to build morale and provide an effective communication channel for ideas and innovation
• Trains and orients new and current employees on the team on products, policies and procedures; serves as product and process expert and resource to the team
• Manages to tight timelines to deliver results and free up bandwidth to support subsequent programs
• Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports
• Participates in special projects and performs other duties as assigned

What You Will Need to be Successful:

• Bachelor’s degree or equivalent work experience.
• Minimum 5 years’ call center experience or related field is a requirement.  Minimum of 3-5 years in a lead or supervisor role preferred.  Call center certifications are a plus.
• Strong computer navigation skills.
• Strong problem solving and analytical skills utilizing creativity and innovation
• Excellent communication skills, including ability to tailor communication to audience to achieve desired results
• Must be able to see the project, decisions, and processes in terms of the big picture/cross-departmental impacts

Other Knowledge, Skills, Abilities or Certifications: 

• Communicate in a clear and concise manner.
• Ability to work in a logical flow to isolate causes of problems and determine potential solutions
• Ability to multi-task (type notes into appropriate systems while assisting customers via phone; work within multiple screens and platforms while assisting customers and/or researching issues.)
• Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
• Ability to quickly connect with people, establish a rapport, express empathy, and project confidence.
• Ability to work collaboratively in a team environment.
• Prior experience with Microsoft Windows Operating Systems and ISPs required and prior Customer Care and/or background services work related experience preferred.

Why First Advantage is Your Next Big Career Move 

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. 

Additional benefits offered to our eligible people include:    

• Ability to work remotely with occasional business travel.     
• Medical, Vision, Dental, and supplementary benefit plans  
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)    
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays     
• Access to tech and growth opportunities, and leaders who want you to succeed!  

More About Our Values Code 

• Honor Honesty, Consistency, and Responsibility: Do the right thing 
• Cultivate an environment of dignity: Show respect for the individual 
• Take an Outside-In approach: Put the client first 
• Think out-of-the-box: Innovate and create 
• Stay Team-Oriented: Collaborate and appreciate each other 

What Are You Waiting For? Apply Today! 

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! 

The salary range for this position is approximately $50,000-$60,000 USD per year. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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