Customer Service Supervisor
Centrica
England
7d ago

Job type :

The Authorization Supervisor will be responsible for overseeing several teams of customer service authorization representatives and ensuring the company delivers the highest level of customer service possible.

Provides day-to-day supervision of a 75 employee contact center focusing on contractor authorizations, homeowner communications, cost control, claim adjudication, claim escalation and other duties as assigned.

In this role, the incumbent supervises Team Leads and agents : provides training, coaching and mentoring to customer service representatives.

The best candidate will have the ability to make good business decisions on escalated claim issues in order to maintain customer loyalty.

This role involves effectively communicating to team leaders and customer service representatives in order to maintain and improve the culture at HWA, as well as, have the ability to motivate authorization agents during peak months.

Responsibilities

  • Ensures that Key Performance goals are communicated and consistently met
  • Oversee a team of 30-40 direct and in-direct reports within an inbound and outbound call center environment
  • Take escalated calls from team leaders
  • Ensure the team leaders are handling their main responsibilities
  • Schedule and conduct team meetings
  • Responsible for improving overall Customer Service quality
  • Monitor the phone cues, as well as individual calls as needed
  • Work with Service Contractor Manager on contractor issues
  • Collaborate with the Customer Service Manager and Training Manager on group and individual training
  • Responsible for creating and maintaining group and individual productivity reports
  • Assists in staff development through training, counseling and establishment and monitoring of staff and individual goals and create and deliver annual reviews
  • Assists in the preparation and delivery of established progressive disciplinary action with the assistance of the Customer Service Manager.
  • Resolves staff questions and concerns in a timely manner

  • Analyze business unit performance via live and historical data requirements and make sound business decisions to achieve established sales performance goals
  • Achieve service level standards, manage average speed of answer and call abandonment rate
  • Support and adhere to all company personnel policies, and disciplinary procedures
  • Collaborate with Product Managers on product changes / process improvements / pricing changes and any changes that may impact the call center team
  • Requirements

  • 5+ years of inbound call center supervisory experience (inbound sales / customer service)
  • Experience with call center technology ACD, workforce management, agent productivity tools, and call trafficking management
  • Monitoring of agent performance : adherence, AHT, calls per agent, and more
  • Development and reporting of KPIs
  • Extensive mentoring and coaching experience / skills
  • Teamwork oriented, with a documented background of success through team interactions
  • Demonstrated ability to effectively interact with employees, peer and senior level management
  • Must be extremely flexible to work within a dynamic call center environment
  • Excellent verbal and written communication skills and presentation skills
  • Proficient in Microsoft Office
  • Experience in problem-solving
  • Ability to manage all details for a variety of projects and meet deadlines
  • Apply
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