14 West

Customer Solutions Supervisor

Job ID 2020-2983
Job Locations
US-MD-Hunt Valley
Category
Customer Service

Overview

 

TCC Logo

 

 

Do you want to work for an organization that truly values its employees? A place that describes itself as a “people company”, where passion and commitment to employees can be seen through their actions and initiatives?  

 

If you answered yes, read on…

 

Located in Hunt Valley, MD, TCC, LLC, is a dynamic contact center focused on providing superior customer service support and building strategic partnerships with our clients. Our clients are world-wide, ever-changing, and always introducing new products and ideas to the marketplace. We take pride in our ability to embrace change and eagerly adapt to meet the needs of our clients.

 

We are dedicated to delivering superior customer service via multiple channels such as inbound calls, collections, correspondence emails, and providing click to chat services to multiple clients. And as much as we’re dedicated to our clients, we’re dedicated to our employees. If you’re looking to be challenged and build a long-standing career within a rapidly growing company, this is the place for you!

 

We’re currently seeking an experienced Customer Solutions Supervisor for our team. The primary responsibility of this role is to coach and develop Customer Solution Specialists (CSS), deliver on quality and efficiency metrics, and manage the day-to-day operations of the Contact Center.

Responsibilities

Call Quality, Call Observation and Feedback:

Regularly monitor and observe each CSS job performance.

 

Coaching and Development:

Provide job performance feedback to help each CSS become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials.

 

Agent Performance and Schedule Adherence:

Daily review of historical and/or real time reports from the call management system to manage schedule adherence for their team.

 

People Management:

Dealing with occurrences of absence & punctuality whenever they occur. Liaise with the management team regarding appropriate action.

Ensure open lines of communication across the business and informs employees, where appropriate, of changes within the business as directed by management.

 

Report Review

Reviews reports daily and sign off on exceptions as required according to established guidelines.

Qualifications

  • Previous experience with team management – essential
  • Previous customer service experience.
  • Business, HR, Coaching skills - preferred
  • Strong organizational skills, sales, customer service an interpersonal skills
  • Strong analytical and technical
  • Able to handle personal and confidential information
  • Able to communicate with personnel under circumstances requiring tact and diplomacy
  • Proven ability to perform in a fast-paced, continuously changing environment.

 

About TCC

TCC, LLC is a contact center in a class of its own. Conceived out of discontent with a historically stoic industry, TCC has been able to transform the consumer response to Customer Service by investing in people. TCC takes pride in its unique approach to support services which blends experience, knowledge and ability with an unparalleled level of agility. Always eager to rise to the demands of an ever-changing and evolving portfolio of clients around the world, TCC cultivates an environment of creativity, drive, and a passion for people.

 

TCC is a people company. And just as its clients can count on exceptional dedication to the welfare of their customers, TCC employees can count on the company’s dedication to their career development and fulfillment. Learn more about TCC at TCCMaryland.com.

 

TCC is an Equal Opportunity Employer and complies with all applicable Federal, State and local employment laws. No question in this Application is intended to elicit information in violation of any such law, nor will any information obtained in response to any question be used in violation of any such law. Applicants with disabilities who require a reasonable accommodation to participate in the application and/or interview process may contact us at here@14west.us to arrange for such accommodation.

 

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