CSD Access Direct Operations Supervisor

In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission.

• Ensures that superior service quality is delivered to all customers and trained on all customer support lines
• Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages
• Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success
• Maintain and encourage a positive remote work environment
• Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance
• Promotes good attendance while projecting a professional image
• Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys
• Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority
• Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors
• Provides administrative support
• Ensure compliance with company policies and regulations
• Other duties as assigned

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Delivers exceptional customer service via superior interpersonal skills, active listening, expressive and strong written communication skills, and professional video skills that promote ASL Now as the company of choice
• Proficiency with Microsoft Office, computers, video technology and strong typing skills
• Ability to understand and convey information from operational data
• Intrinsic desire to help people and support customers and employees
• Ability to ask prying questions, diffuse tense situations and escalate appropriately while remaining adaptable and accountable
• Ability to multi-task, set priorities and manage time effectively
• Experience in sales, marketing, or customer service roles is a plus
• Ability to thrive in a fast-paced environment while committing to work schedules in a virtual office environment

Qualifications

• Bachelor’s degree in business or related field from an accredited college or university, or equivalent professional experience
• Three years of professional customer service experience and one year of large team supervisory experience
• Ability to work full time between 7 am to 4 pm Central Time Zone, Monday through Friday
• Ability to work flexible hours, including nights, weekends, and holidays as needed
• All offers of employment are contingent upon clear results of a thorough background check 
• Ability to communicate effectively in American Sign Language (REQUIRED)