Customer Care Supervisor

hace 3 semanas

Guadalajara, México Nextiva A tiempo completo

It's about more than the right fit. We're looking for the right connection._

Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.

**Build Amazing - Deliver Amazing - Live Amazing - Be Amazing**

The role of the Customer Care Supervisor is to lead, coach, develop, and support team members of the Customer Care Team. The supervisor leads a nimble, energetic team of Nextiva enthusiasts who are responsible for various customer care activities, including but not limited to taking initiative in customer satisfaction, pre-legal engagement, fraud prevention/identification, service removal/cancellation, service contract negotiation, efficient reporting/ flow of information, and managing staff in day-to-day performance.

This role has primary responsibility for ensuring that daily call metrics are met, along with department SLA, quality targets, and QA being maintained. The Customer Care Supervisor will be responsible for day-to-day supervision of team members, directing and assessing their teams, and maximizing team and operational performance while providing support and guidance for team members.

The Customer Care Supervisor will lead, coach, develop, and support team members of the Customer Care Team. They will also be responsible for ensuring that department SLA, quality targets, and QA are maintained, as well as supervising team members' day-to-day activities, directing and assessing their teams.

This newly created position will assist with building and supervising the new Customer Care team at our Nextiva Mexico office Excellent opportunity for growth and development within Nextiva

**Key Responsibilities**:

- As a working supervisor, this person will handle escalated concerns by providing customers with potential solutions or options to challenging obstacles.
- Participates in the interview and selection process of new Customer Support Specialists.
- Handle call escalations and any supervisor requests as needed.
- Must be capable of taking over responsibilities of unavailable Customer Care Supervisors and Lead peers.
- Use sound judgment to make decisions that are fair to both the customer and Nextiva.
- Participates in Nextiva management efforts to maintain high morale, low attrition, and excellent teamwork.
- Measures performance by using standard agreed metrics to ensure trends are quickly understood and to maximize efficiency of their teams.
- Must be well versed in all Customer Care processes and procedures to ensure customer is getting a consistent experience.
- Manage Team Member schedule adherence - coaching and counseling team members who are not compliant.
- Provide ongoing feedback, coaching, and guidance to Customer Care Agents.
- Track, Coach and Counsel team members on work efficiency, managing the Performance Improvement Plan Policy.
- Work with People Development Team to build 30,60,90-day plans for new associates and measure the performance of those associates.
- Key member of the Customer Care leadership team that models positive interaction with other groups at Nextiva and serves as a key resource for escalation of delivery satisfaction issues for the Customer Support Department.
- Participate in the Quality Assurance - Calibration process. Provide coaching and training.
- Ensure escalated issues/disputes are addressed and the appropriate actions are initiated within the same business day that the issue is presented. If the issue requires a Client intervention, ensure that the appropriate person is contacted within the same business day as well.
- Coach, train, and hold the Customer Care Team accountable to the policies and procedures and communicate any changes to a policy or procedure to the team.
- Ensure that the Customer Care team provides timely follow-up when a return call is necessary.
- Share feedback to further improve daily processes impacting workflow and/or customer experience and client satisfaction.
- Document daily statistics for team members and provide feedback that will allow them to meet department metrics and excel in the department.

**Qualifications**:

- English language fluency required.
- Two (2) years of experience in telecommunications.
- Two (2) years of operations leadership experience preferred.
- Bachelor's Degree Preferred.
- Experience with Microsoft Office products, including Word and Excel.
- Strong verbal, written, and negotiation skills are required to deal with patient's financial issues
- Ability to cross-sell and/or upsell when appropriate.
- Strong problem-solving, negotiation, and customer retention skills.
- Proven experience in delivering and communicating on time.
- Ability to establish and maintain strong cross-departmental relationships.
- Excellent written and verbal communication skills.
- Proficient in MS Off

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