Customer Care Supervisor – Oakleaf Waste Management
Customer Care Supervisor - Oakleaf Waste Management - Windsor CT
Oakleaf Waste Management, a wholly owned subsidiary or Waste Management, Inc., is a unique place where you can work with people as dedicated and driven as you are. Even better, you can help contribute to a cleaner planet with a more intelligent way of managing waste. Discover a career path that means something to you and makes an impact on the world. Oakleaf has an opening for a Customer Care Supervisor to manage the daily operations of the customer service team of CSRs. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employee s to drive customer loyalty . Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals. Directs customer service team toward achievement of operational goals. Organizes and schedules all necessary resources required to accomplish activities. Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions. Hires and provides training for new and/or less experienced customer service staff. Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures. Compiles all customer service data requirements into reports, and analyzes results. Investigates and researches escalated customer service inquiries. Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty. Supervisory Responsibilities The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of 7 to 12 full-time and part-time employees, including CSR I's and CSR II's. The requirements listed below are representative of the qualifications necessary to perform the job. Education and Experience A High school diploma or G.E.D. is required and an Associate's or higher degree in Management, Business Administration or similar area of study is preferred. Four to six years of previous experience is required. Call center or customer service experience and supervisory/management skills required. Ability to work in and/or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention) Ability to cross train and develop CSR and dispatch skills Ability to perform IBC, Account Retention, Builders Desk and Dispatch support functions Excellent verbal, written and analytical skills Typing and computer skills - MS Office Ability to multi task and to react well under pressure and treats others with respect Identifies and resolves problems in a timely manner Prioritizes and plans work activities Focuses on solving conflicts and listening to others without interrupting Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards. Balances team and individual responsibilities and helps build a positive team spirit Adapts and able to deal with frequent changes in the work environment Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments. Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner. For over fifteen years, Oakleaf Waste Management has been committed to revolutionizing the waste services industry with a first-to-market, asset-light business model and proprietary technology that facilitates efficient processing of transactions. As the nation's largest company dedicated to providing outsourced waste and recycling services, we operate a network of Oakleaf-preferred hauling, recycling and waste diversion experts providing service and solutions to the most progressive and environmentally minded companies in North America. Oakleaf has been recognized 13 times since 2001 by Inc. Magazine, including being named four times to the Inc. 500 List (now the Inc. 5000 List) and being recognized six times by ICIC, the Initiative for a Competitive Inner City. At Waste Management, each eligible employee receives a competitive total compensation package - Health Care Benefits, Life Insurance, Short Term Disability, Vacation, Personal Days, Stock Purchase Plan, Retirement plan, Tuition Reimbursement and more! Please note that benefits may vary by site. To learn more about Oakleaf Waste Management or to apply for this position, please visit us at www.oakleafwaste.com .