Customer Service Supervisor

Company: Wipro Limited
Location: Canfield
Posted on: November 22, 2021

Job Description:

Overview:The Customer Care Supervisor is responsible for the day to day operations of the Customer Care Department. The Customer Care Supervisor oversees a client care group and is responsible for planning, managing, and evaluating team performance to ensure internal and external customers are receiving high levels of service and the team is meeting service level agreements and standards. The Customer Care Supervisor is responsible for interfacing with other departments and is responsible for fielding escalated calls from Members, Providers, and Partners as neededJob Description:

• Must have effective supervisory skills: planning, organizing, monitoring and coaching.
• Requires specialized knowledge where problems, assignments and / or duties are difficult but related.
• Must be able to think and work independently, but structured by broad principles and / or procedures.
• 2-5 years of experience in related field
• Must work well under pressure
• Have excellent interpersonal and communication skills
• Strong computer knowledge
• Familiar with Microsoft Office Suite of Products
• High School/GEDRoles & Responsibilities:
  • • Overall responsibility of Customer Care team to meet production and quality goals, ensuring adherence to SLAs established by client contracts.
    • Monitors operations to ensure adherence to company and department policies.
    • Working role in which the Customer Care Supervisor will work on the phones assisting with inbound calls.
    • Responsible for adjusting available staffing to meet needs due to absences and vacations in partnership with WFM.
    • Handles agent inquiries and complex claim issues.
    • Works closely with Clients to identify and implement new procedures and processes to improve department efficiencies.
    • Design, plan and execute project related tasks.
    • Responsible for performance appraisals, disciplinary actions, interviewing, etc.
    • Provide on-going coaching and development opportunities to Customer Care Associates.
    • Tracks and reports Customer Care performance against department and company goals.
    • Drives team to identify and implement process improvements, encouraging group participation and accountability.
    • Identifies system workflow requirements to enhance team efficiency.
      Supervision Requirements:
      • Provides direction for administrative and / or technical people and / or complex activities.
      • Assign tasks, supervise, mentor and complete timely performance evaluations.Provide technical training and career development for staff.

Keywords: Wipro Limited, Canton , Customer Service Supervisor, Hospitality & Tourism , Canfield, Ohio