ASL Now Operations Supervisor
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Communication Service for the Deaf, Inc focuses on improving communication access for the Deaf community through innovative services.
Summary:
The Operations Supervisor will manage the Representative team to ensure service quality and employee engagement. Candidates need a Bachelor's degree and relevant supervisory and customer service experience.
Requirements:
Hard Skills: Customer service skills, Interpersonal skills, Written communication skills, Video technology proficiency, Microsoft Office proficiency
Experience: Three years of professional customer service experience, One year of large team supervisory experience
Job Description:
In collaboration with the Operations Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission.
- Ensures that superior service quality is delivered to all customers and trained on all customer support lines
- Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages
- Collaborates with Operations Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success
- Maintain and encourage a positive remote work environment
- Tracks and communicates with the Operations Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance
- Promotes good attendance while projecting a professional image
- Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys
- Monitors real-time queue and works with Team Leaders and Operations Manager to adjust schedules to ensure inbound customer calls are handled as a priority
- Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors
- Provides administrative support
- Ensure compliance with company policies and regulations
- Other duties as assigned
