Client Care Supervisor

Summary about this job

Detail information about job Client Care Supervisor. Terms and conditions vacancy

• Lead staff by providing guidance and direction, coaching and support, quality monitoring and conducting regular performance reviews.  Responsible for call copy reviews, scorecards and ensure appropriate feedback to team members.
• Build and maintain a positive team environment that fosters trust, service excellence and talent development.  Develops and maintains effective working relationships with internal teams to positively impact service levels. Responsible for recruiting and staffing.
• Provide feedback to leadership to ensure success throughout the Client Care team. 
• Implement process documentation, new training procedures and work close with team members to maximize customer satisfaction, profitability and business needs. Manage escalations as needed and coordinate overall direction of the Client Care team to optimize call coverage.
• Develop reward, recognition and motivation techniques to maintain employee satisfaction. Assist with new projects within the Client Care department.
• Maintain knowledge of products, processes, policies and procedures. Identify customer requirements and continue to improve customer relationships.

REQUIREMENTS:

• Excellent verbal, written and interpersonal skills.
• Decisive, confident, positive attitude and experience with influencing others.
• Makes decisions under pressure and able to drive change.
• Ability to be flexible, work in a fast pace environment and take additional responsibilities to meet business need.
• Able to build a high performing team and accountable for promoting a positive environment and service experience.