Supervisor, Customer Service Job in Center Valley 18034, Pennsylvania Us
Center Valley, PA - The Supervisor, Customer Service is responsible for the daily monitoring of assigned Customer Service Representatives (CSR) to ensure department quality and performance standards are achieved. The incumbent will actively participate in the development of all direct reports through monitoring, coaching, and counseling as needed. He/she will also ensure staff compliance with corporate guidelines and policies, and serve as a primary resource for identifying and resolving customer service issues. EOE M/F/D/V
* Monitor direct reports daily and conduct a minimum of twenty call monitoring sessions per CSR, per month.
* Provide coaching and counseling, as required, consistent with department guidelines.
* Complete monitoring reports of CSRs on a daily basis, and follow up to highlight weaknesses, as well as implement improvements.
* Review CSR and department metrics, productivity measurements, and Lucent reports.
* Create and provide monthly team status reports to management.
* Complete Employee Development Plans with recommendations and appropriate action plans.
* Complete annual Performance Management Evaluations, review with management, and discuss evaluations and recommendations with CSRs.
* Promote a positive work environment by establishing and maintaining professional relationships built on mutual trust and respect.
* Serve as the primary management resource for identifying and communicating departmental issues.
* Actively participate in and identify staff training and development needs.
* Meet established department performance standards specific to core job requirements such as product knowledge, systems and operations, etc.
* Act as a primary contact for addressing escalated customer service issues.
* Perform other related duties as assigned.
(ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED)
* An Associate's degree, or equivalent Customer Service knowledge, and a minimum of 3 years of experience in a customer service or supervisory position in a customer service/sales operation are required.
* Strong organizational and time management skills, as well as the ability to handle multiple tasks are essential.
* Must be able to work independently.
* Strong interpersonal and customer service skills, as well as leadership ability are vital.
* Excellent verbal, written, and telephone communication skills are required.
* Strong computer skills and knowledge are necessary.
* Must be able to work flexible hours.
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1305162-1789-4072
Olympus also offers a number of other benefits and incentives, including:
Competitive Total Compensation, Paid Holidays, Flexible Work Hours, Educational Assistance, Flexible Spending Accounts (FSA's), Health Savings Accounts, Health Reimbursement Accounts (HRA's), Employee Assistance Program (EAP), Vision Benefits, Short Term Disability, Long-Term Disability, Parental Leave, Basic Life and Accidental Death Dismemberment (ADD) Insurance, Supplemental and Family Life Insurance, Travel Accident Insurance, Bereavement Plan, Employee Discount Program, College Savings Program, Employee Referral Program, Fitness Club Discounts, and Employee Charitable Donation Matching.