200+ applicants

Company

Original Job Post

ClearCaptions, LLC · 2 days ago

CEX Onboarding Supervisor

United States

Full-time

Remote

Mid Level

$67K/yr - $76K/yr

2+ years exp

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H1B Sponsorship

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Responsibilities

Supervise and develop a New Hire team of front-line Client Care Specialists (CCS) during their first 60 days of employment.

Establish clear expectations for agent performance and monitor performance through live sessions and coaching.

Analyze reporting to identify performance trends and collaborate with the CEX Leadership team on process changes.

Provide detailed reports and feedback to trainees and supervisors, focusing on continuous improvement in training processes.

Assist in updating and maintaining Knowledge articles within Salesforce and support change management initiatives.

Provide workforce management, scheduling oversight, and ensure compliance guidelines are followed.

Make recommendations for additional training or support, emphasizing the importance of exceptional customer experiences.

Teach best practices for customer interactions, problem resolution, and communication.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CoachingMS OfficeSalesforce CRMRing Central ContactProblem-solvingLeadershipEmpathyCommunicationTeamworkTime management

Required

High School Diploma or GED Required.

2+ years of leadership experience.

2-3 years of experience in customer service or call center environment, preferably in a technology based environment.

2-3 years of experience in training or coaching in a customer service or call center environment, preferably in a technology-based environment.

Ability to display empathy and outstanding leadership skills that motivate trainees to focus their energy on achieving business goals.

Ability to identify, coach, and measure critical core skills and essential performance metrics for the team.

Ability to influence and communicate with all levels of professionals.

Excellent verbal and written communication skills, presentation, and problem-solving skills.

Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.

Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.

Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams)

Preferred

Bachelor’s degree in Business Administration, Education or a related field preferred

Benefits

Generous benefits program

Company

ClearCaptions, LLC

ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community.

Founded in 2011

Roseville, California, USA

201-500 employees

http://www.clearcaptions.com

H1B Sponsorship

ClearCaptions, LLC has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (4)

2021 (1)

2020 (2)