CSD Access Direct Operations Supervisor

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Communication Service for the Deaf (CSD)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🤝 Non-profit

📚 Education

🌍 Social Impact

💰 $75k Grant on 2017-11

Non-profit • Education • Social Impact

Communication Service for the Deaf (CSD) is an organization that has been working since 1975 to empower both Deaf and hearing individuals to succeed together. CSD offers a variety of programs and services, such as ASL Now, CSD Access, and DeafHealth, to promote accessibility and success for Deaf and hard of hearing communities. The company collaborates with partners like Tive Technology to enhance accessibility and provides resources for hiring Deaf employees and supporting Deaf-owned businesses. CSD believes in treating disability as diversity and values Deaf identities for their unique contributions to society.

📋 Description

• 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.

🎯 Requirements

• 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)