The Care Operations Supervisor coordinates the timely and productive completion of daily operational activities and customer interactions among an assigned agent group. The Care Operations Supervisor works collaboratively with peers to develop and implement process improvements and ensure the highest level of customer service through the proper execution of Technical Support initiatives. The Care Operations Supervisor also coaches, develops, and mentors agents with various competency levels.

Essential Job Functions

• Responsible for the production and development of associates through quality monitoring, coaching, and feedback sessions
• Responsible for communicating business goals and objectives along with delivering results 
• Analyze staffing needs for inbound and outbound coverage of phone/email queues and proactively balance teams for the most effective use of resources and talent 
• Prepare operational management reports as required 
• Analyze team performance and provide manager with weekly and monthly operation reviews geared toward improving performance
• Handle escalated customer calls as necessary
• Coach and develop representatives to ensure the highest degree of customer service to maximize the customer experience and customer retention 
• Meet and exceed key performance Indicators (KPIs) which support our corporate objectives

Specific Requirements (Technical Knowledge, Software, Etc.)

• Working knowledge of workforce management tools and reports
• Excellent verbal/written communication skills as well as advanced PC skills in MS Office
• 1-3 years of experience in a leadership  position

Solid organizational, administrative, and time management and a keen sense of attention to detail

• Excellent verbal and written skills
• Must be flexible with hours

Additional Skills (would like to have but not required)

• Previous telecommunications experience is preferred
• Knowledge of networking components and ISPs 
• Analytical skills and ability to troubleshoot technical issues
• Knowledge of VoIP preferred

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