Customer Care Supervisor bei Mom's Meals

Position Responsibilities may include, but not limited to

• Track and document employee performance both formally and informally
• Complete employee performance reviews
• Interview, hire, and terminate employees, when needed, with assistance from Human Resources
• Create and distribute necessary call center reports as requested by management
• Train, motivate, develop, and coach employees to drive customer satisfaction, efficiency, and performance
• Determine training requirements for new hires and additional performance-based training for existing representatives, as needed
• Answer Customer Service Representative questions and handle customer escalations
• Manage productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner
• Schedule Customer Service Representatives based on call center volume and needs
• Approve weekly timecards and resolve employee issues per Company policy and/or with Human Resources assistance 
• Coordinate and provide assistance in managing necessary call campaigns, such as Welcome and Exit Campaigns

Required Skills and Experience

• High School Diploma or GED
• At least 5 years’ experience in direct customer contact call center environment to include a minimum of 2 years’ of experience in a supervisory role managing direct reports
• Proficient in Microsoft Office
• Strong problem solving and analytical skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner
• Sincerity and passion for helping people

Preferred Skills and Experience

• Bachelor’s Degree
• Bilingual (English/Spanish)
• Demonstrated ability working with the elderly, disabled, and other individuals at risk exhibiting empathy and compassion to improve their quality of life, support, and access to needed services

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus