Sup. - Customer Care

Job Responsibilities and Requirements

KEY RESPONSIBILITIES

*other duties as assigned*

The Supervisor of Customer Care has day-to-day responsibility for overseeing the handling of all telephonic, electronic, and written/faxed inquiries into our call center. These inquires include all items that are designated for handling within the unit as well as triaging and ensuring execution on items referred to other business areas or departments.

The incumbent will serve as mentor and quality controller for all inbound inquiries, and will work closely with the Manager of Customer Care and Service Operations leaders to identify areas of opportunity for improvement, including training needs, process enhancements, technology needs, and performance management risks.

Operational Effectiveness

• Supervise the daily operations of a team of Customer Care Representatives (CCR), including providing accountability, development, and motivation.
• Support the analysis of daily and ongoing cyclical basis the prospective volume, and call types, by proposing adjustments and assignment of staff to the Manager or Work Force Management to support effectiveness of call metrics and required standards are met on a daily basis.
• Review and support of the weekly and monthly call trends from call tracking system to identify any prospective resource shifting that may need to be considered prospectively.
• Assist in the process for the timely and effective handling of non-telephonic inquires (e-mails, faxes, etc.).
• Accurately maintain the department attendance and scheduling data base
• Collaborate with workforce management and leadership to ensure staff is accountable to schedule adherence and attendance policy
• Ensure continuous review of processes and procedures (P&Ps) and document workflow
• Work with other departments to ensure service continuity, receive/provide feedback, etc.
• Interviewing perspective CCR candidates for staffing

Quality Assurance

• Execute all aspects of the RSL Customer Care Center Call Quality Program including but not limited to the following:
  • Individual Call Scoring and calibration scoring with feedback provided to the Rep and Manager/Director.
  • Bi-weekly Call Coaching and ad hoc coaching sessions as appropriate
  • Monthly team reporting and trend identification
• Quality monitor employees to ensure consistency and compliance with client requirements, state and federal guidelines as they relate to policy and/or line of business
• Assist with training, development, and implementation of the CCC Department, including maintenance and updates to all departmental manuals.

Leadership

• Accountable for performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment.
• Oversees the implementation and measurement of “best practices” to continually enhance the team's efficiency and effectiveness.
• Models and drives company values in the departments.
• Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational improvement
• Participate in new hire orientation and ensure successful on-boarding of new employees
• Complete annual performance reviews for staff; ensuring employees receive timely feedback, development and discipline
• Collaborate with leadership to ensure proper handling of employee relations issues; complete and deliver performance improvement plans and/or disciplinary action in a timely manner
• Motivate employees, provide consistent praise and recognition and positive communication and feedback
• Provide timely coaching, counseling and associated documentation as necessary
• Assist in continuous training initiatives in both virtual classroom and one-on-one settings
• Handle escalations and issues from claimants, clients or internal departments; take calls when employee appears to need assistance
• Mentor all newly released CCR staff members upon release from the new hire training program. This includes but is not limited to daily summaries and weekly detailed management summary reports for review by the Manager of Customer Care and Director.

Scope

• Manages approximately 10-15 non-exempt employees

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES, AND/OR RELATED EXPERIENCE

*or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*

Required Knowledge, Skills, Abilities and/or Related Experience

• Associates Degree in related field
• 5+ years’ experience in a customer-service environment (preferably a call center)
• Prior supervisory/management experience preferred.
• Superior multi-tasking, project management and time-management skills are required.
• Proficiency in all MS Office applications is required.
• Knowledge of Call Center monitoring and reporting technology is required.
• Superior verbal and written communication skills.
• Strong influencing and mentoring skills are required.
• Experience with a customer relationship management system preferred.
• Ability to work all assigned work schedules/work hours that Management deems necessary. This means the ability to work the entire spectrum of the Customer Service Department’s work schedules/work hours in effect at any time – including but not limited to covering both scheduled and unscheduled staff absences through the year.

Ability to Travel: Not Applicable               

PHYSICAL REQUIREMENTS

When used in the description below, the following terms are defined as:

“Occasional”: done only from time to time, but necessary when it is performed

“Frequent”: regularly performed; generally an act that is required on a daily basis

“Continuous”: typically performed for the majority of an employee’s shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand.  Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones.  Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.

CORE VALUES

• Collaboration
• Compassion
• Empowerment
• Integrity
• Fun

The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.