Customer Care Supervisor

Harte Hanks

27d • Onsite

About The Position

As a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.

Requirements

• Must commute to onsite office location for work in Plano, Texas
• High School Degree or equivalent
• Thorough knowledge of Contact Center operations
• Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
• Demonstrated ability to interact with peers, senior management and other departments in a professional manner
• Strong organizational, leadership and interpersonal management skills
• Demonstrated communication skills both written and verbal
• Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
• Ability to work in a dynamic fast paced atmosphere
• Ability to coordinate activities or tasks of people and groups
• Ability to maintain confidentiality
• Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
• Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
• Ability to take instructions from management and ensure follow up
• Solid understanding of computer basics (Windows, Operating Systems and the Internet)
• Must be able to commute to Plano, Texas

Responsibilities

• Supervise agent personnel including hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies & cost management
• Provide assistance and/or on-the-job training to direct reports
• Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
• Ensure adherence to company policies
• Manage and motivate Contact Center staff to meet performance goals
• Analyze and verify agent knowledge level
• Supervise agent personnel
• Build relationships with agents; establish rapport, trust and credibility.
• Adopt and develop a management style of engagement, professionalism and openness.
• Work with Operations Manager to align with operational account goals
• Work closely with other Supervisors to create positive and motivating work environment
• Work closely with supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goals
• Collaborate with client Services team to develop and maintain relationships

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED