47 applicants

Company

ClearCaptions, LLC · 5 hours ago

Customer Experience - Winback Supervisor (100% Remote)

United States

Full-time

Remote

Entry, Mid Level

$48K/yr - $62K/yr

1+ years exp

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Responsibilities

Supervises and develops a team of frontline Customer Winback Representatives focusing on retention of current customers.

Responsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time

Establishes high standards for productivity, quality, customer service, and team cohesiveness

Provides weekly team and one-on-one coaching to Reps and team leads

Cultivates a strong departmental culture through active team member engagement

Provides continuous feedback and conducts performance reviews and other talent assessments for direct reports

Maintains assigned team members time and attendance records and scheduling of team members

Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations

Instills and promotes company values and mission through role modeling leadership and core value behaviors

Supervises retention of weekly active users based on established criteria:

Monitors productivity to ensure all calls are made on time and with the expected level of quality.

Follows up to ensure the correct percentage of customers are assisted and back online.

Calibrates calls to improve agent skills.

Supervises the customer deactivation process.

Collaborates with business systems teams to ensure the customer retention management system is set up to collect customer sentiments and data that provides productive insight of findings.

Manages open CEX cases and follows up with customer on resolution and close cases when appropriate.

911 verification Contacts customer to verify their address is correct.

Follows up on satisfaction surveys with outbound calls to customers to ensure their issue is resolved.

Maintains consistent professional development through company provided workshops, training, and development opportunities

Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrades talent through timely talent management, development, succession planning and recruitment.

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.

Customer service experienceTechnical support experienceLeadership experienceMS Office proficiencySalesforce CRMRing CentralContactBusiness Administration degreeInformation Technology degreeTime management skills

Required

High School Diploma or GED Required.

Minimum 1-3 years of leadership experience

2-3 years of experience in customer service or technical support, preferably in a technology-based environment

Minimum two-years technical support experience in a call center environment or proven technical ability

Working knowledge of internet connections (cable/ DSL), routers, modems, and telephones

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

Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.

Strong analytical, planning and budgeting skills.

Ability to influence others.

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.

Demonstrated ability to use discretion, make sound decisions, display integrity, and maintain confidentiality.

Willingness and ability to work flexible hours and travel (up to 5%); will include some overnight travel.

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 preferred in such fields as Business Administration, Management, Information Technology, or a related field or equivalent years of direct experience leading productive teams