Supervisor of Customer Care

Position Purpose:
The purpose of this position is to provide supervision of call teamsresponsible for facilitating customer service calls and processing emails in a high volumeCustomer Care center. Responsibilities include but are not limited to, overseeing and supervisingthe call center activities of assigned teams in Customer Care and working closely with theCustomer Care Manager to ensure daily priorities are addressed. This position also providesleadership in problem resolution including corrective and preventative actions, continuousimprovement activities for products and processes, performance measurements and processmanagement, and providing employee development and training to department employees.

This is a full-time, exempt position working Monday through Friday with core hours from 8:00am to 5:00pm. The position will report to our Manager of Customer Care.

Positional Responsibilities:

  • Monitor daily progress/status of contact center activity and work with Customer Care Manager to make necessary adjustments to staffing levels, schedules, and assignments ensuring optimal performance and service
  • Work with the Customer Care Manager to ensure key performance indicators for the center are well-defined and consistently met
  • Provide leadership employee development and training opportunities within the department
    • Attract, train, develop, and retain high performing staff
    • Promote, develop and implement cross training programs
    • Analyze quality audit results to evaluate staff performance and identify gaps requiring further development
    • Monitor/Coach team performance
    • Lead the improvement, development, and maintenance of department Policies and Procedures
    • Lead department change and change acceptance
  • Assist in the development and implementation of departmental performance, including monitoring for continuous improvement processes
    • Assist in the development, implementation and review of individual and department reports
    • Conduct employee performance reviews
    • Development / update and review of employee incentive programs
    • Improve, develop, and maintain department Policies and Procedures
  • Provide Supervisory level customer support for escalated customer issues
  • Participate in departmental and companywide meetings to align and assist with the direction of the organization
  • Operate within TASC's guidelines pursuant to the Employee Handbook and all Policies and Procedures
    • Ensure that Business Office Expectations are maintained
    • Prompt employee resolution with corrective and preventative actions implemented
  • Perform additional duties as requested by Manager and/or Management

Position Supervises:
  • Customer Care Specialist
  • Customer Care Team Lead

Positional Competencies:
  • Proven ability to work with systems that support customer interactions
  • Ability to learn and use multiple systems simultaneously including Microsoft Office
  • Ability to analyze, interpret and forecast data and look for process improvements
  • Ability to coordinate operational activities for their defined area including resource planning, reporting and quality improvement

Qualifications:
  • Education and/or experience equivalent to a minimum of an Associate's degree from an accredited college or university, with a degree in business administration, business management, training and development, or related discipline
  • A minimum of three to five years of professional experience in a processing center or call center in a supervisory capacity

Corporate Core Competencies:
  • Adaptability - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs
  • Initiative - Deals with problems as they arise, focusing energy and resources on those situations until resolved; identifies new opportunities and takes action; takes on new responsibilities when needed
  • Results Focus - Can be counted on to meet or exceed goals; pushes self and others for results; is a conscientious worker who can be relied upon to handle unforeseen obstacles
  • Customer Focus - Meets internal and external customer expectations; delivers upon commitments; build customer confidence; follows through on requests gaining trust and respect
  • Ethics/Integrity - Is seen as a direct, truthful individual; adheres to appropriate core values at all times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches

TASC is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, gender expression, pregnancy, national origin, citizenship status, disability, genetic characteristics, sexual orientation, marital status, domestic partner status, military status, protected veteran status, disability status or any other characteristic protected by law.

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. TASC participates in E-Verify.

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