R0013668 Corporate Customer Operations Supervisor

We trust that as a Customer Operations Supervisor Lead you will: (responsibilities)

• Lead and mentor the Corporate Customer Care Team, ensuring consistent, high-quality support across all customer communication channels-including inbound and outbound calls, emails, live chat, web inquiries, and social media-while fostering a culture of service excellence and responsiveness.

• Develop and execute strategic plans for call center operations, aligning with organizational goals and customer experience standards.

• Partner with cross-functional teams to map and enhance the end-to-end customer journey, identifying pain points and opportunities for improvement.

• Manage all standard operating procedures and training materials for the Customer Care Operations Handbook

• Perform routine Call Quality Evaluations to ensure the Customer Advocates are adhering to quality assurance and compliance guidelines

• Provide coaching and training on customer service excellence, process, and tools utilized by the Customer Care team

• Facilitates training, mentoring, and development for the Customer Support Advocates

• Collaborating with IT to set up new systems and equipment for Customer Care team

• Spearhead the integration and optimization of customer care technologies, including CRM platforms, telephony systems, and reporting tools.

• Manage communication channels, including mailboxes for sales inquiries and external contacts, ensuring timely assignment and follow-up.

• Update shift time clock ins or clock outs for Customer Support Advocates I & II and submit to payroll for pay period.

• Primary point of contact for approving any Paid Time Off for the Customer Support Advocates I & II

• Address any questions or concerns that may arise from the Customer Support Advocates I & II

• Collaborate with the Online Sales Leader and Customer Experience management to design and optimize support processes.

• Assist in the hiring process for any new Customer Support Advocates with also includes communicating with Talent Acquisition during the vetting process, viewing potential candidate resumes, conducting interviews for potential team members, and extending an offer of employment.

• Setting up and facilitating team meetings or special team building events

• Perform quarterly GIFTs, Call Evaluations, and other necessary reviews to help individuals on the team to achieve their goals and become the CEO of their own career

• Assist or present as a liaison for the Customer Care Team during New Hire Events

• Assist or present as a liaison for Pathfinder for new employees across the country

• Manage telephony system for staff meetings, holidays, and special events

• Monitor and manage telephony system problems and issues by creating Vonage tickets and providing updates to the team, management, and TM IT department

• Conduct Telephony Call Metrics and Power BI reporting for the team

• Effectively operate variety of computer systems

• Ability to deliver clear and concise presentations, Huddles, or meetings with enthusiasm regarding any business operations

• Ability to perform other duties as deemed necessary

• Always adhering to "Love the Customer" behaviors and Customer Service Strategies, HOME and ACT NOW

• Ability to organize and multi-task in a fast-paced work environment

• Strong relationship building skills

• Ability to work independently and with a team

• Strong written and verbal communication skills

• Strong attention to detail

• Ability to solve problems quickly and effectively

• Strong active listening skills

• Ability to stay composed under pressure

• Call Center Experience

• Supervisor or management experience required

• High school diploma or GED

• Type 40-50 wpm

• Friendly and calm

• Excellent communication skills

• Organized, and an attention to detail

• Strong written and verbal communication skills

• Demonstrated ability to build relationship and maintain confidentiality

• Experience in homebuilding industry, or related industry a plus

• Microsoft office applications

• This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.

• Report to Corporate Office daily and adhere to schedule.

• Ability to access, input, and retrieve information from a computer and/or electronic device.

• Ability to work remote with little to no supervision

• Ability to have face to face conversations with visitors, co-workers, and higher-level managers.

• Ability to sit or stand for long periods of time and move around work environment as needed.

• Ability to operate a motor vehicle if applicable.

• Comply with company policies and procedure.

• Must be able to able to remain in a stationary position up to 50% of the time

• The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds