Customer Experience Supervisor

🕒 vor 1 Monat

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💝 Kundenservice

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Vector Security

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 1970

🔐 Sicherheit

👥 B2C

🤝 B2B

💰 €450.000.000 Debt Financing im 2019-06

Security • B2C • B2B

Vector Security ist ein Anbieter von Sicherheitslösungen für private und gewerbliche Zwecke, der Alarmsysteme, Videoüberwachung, Smart-Home-Automation sowie Brand- und Lebenssicherheitssysteme entwirft, installiert und überwacht. Das Unternehmen bietet professionelle Installation, 24/7-Überwachung, Steuerung per App und lokalen Support für Hausbesitzer und Unternehmen sowie verwaltete Netzwerk- und physische Sicherheitsdienste. Mit jahrzehntelanger Erfahrung bedient Vector Security sowohl individuelle Verbraucher als auch regionale und nationale Geschäftskunden.

Beschreibung

• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods

🎯 Anforderungen

• High School Diploma or equivalent • Supervisory experience in a call center environment - Preferred • Able to communicate across multiple communication channels such as telephone, email, social media, online chat, and text • Excellent spelling and grammar • Able to make sound and accurate decisions independently while balancing the needs of the business with those of our customers • Highly proficient with Microsoft Office programs • Able to learn recruiting and onboarding software, D365 • Possess knowledge of security system design and troubleshooting • Complete ADC certification within 90 days • Able to obtain and maintain state licenses and technical certification as needed to access customer accounts

🏖️ Vorteile

• Medical, dental, and vision coverage • HSA/FSA programs • Company paid life and AD&D insurance • Company paid short- and long-term disability • Voluntary benefit products • 401k retirement savings plan after just 60 days • 7 Company Holidays, plus 2 Floating holidays of your choice • Paid Time Off • Tuition reimbursement • Employee Assistance Program (EAP)