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Customer Care Supervisor

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Location: Columbus, OH, United States -
Job ID: 1085795
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Apr 7, 2020

Responsibilities:

  • Leads a team of hourly associates in the assigned functional area(s), including:
    • Coaching the associates on how to use resources, tools and training
    • Know call handling process and procedures, call handling and escalation
    • Ability to use call center metrics, tracking and reporting, may be able to identify trends
    • Coaching all associates to all policy and procedures.
    • Lead a Team Lead Associate
  • Supports the implementation of process and procedures, operational changes, and ongoing requirement to support the company vision and mission.
  • Provides associates with guidance in handling difficult or complex problems and works with other functional areas in resolving escalated complaints or disputes
  • Coordinates with all other functional areas such as Network Operations, Training and HR.
  • Responds to and initiates inquiries and reports, and provides for the maintenance of manuals, records, controls systems, and procedures.
  • Maintains effective oral and written communications with customers, vendors, agents, competitors, associates of the assigned functional area(s), and management.
  • Plays an active role in the training and development of associates; coaches in the moment, addresses performance issues, and partners with management on training and policy compliance
  • Other duties as assigned.

Skills & Experience:

  • Demonstrates strong interpersonal skills
  • Cross-functional enterprise understanding and the ability to lead cross-functional projects
  • Analytical and strong decision-making skills
  • Ability to maintain confidentiality
  • Advanced user of Microsoft Office tools
  • Strong verbal and written communication
  • Bi-lingual: the ability to fluently speak another language, preferably Spanish.

Preferred Qualifications

  • 1-3 years of previous supervisory experience in a call center environment.
  • High school graduate or equivalent business experience. College degree preferred.

Job Title: Customer Care Supervisor
Location: Columbus, OH, United States -
Job ID: 1085795

J.C. Penney Company Inc.
Plano, Texas

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