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Job Details

Supervisor - Customer Care Center - Military veterans preferred

Company name
Kelly Services, Inc.

Location
Rochester Hills, MI

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Job DescriptionWe-re seeking a motivated and results-oriented leader with a track record of customer care and talent development. Our Customer Care Center Supervisor is the first level of support for our Customer Care Specialists and assists the Customer Care Manager with executing business strategies and leading day-to-day operations of the site.The Customer Care Supervisor is critical to our success in driving Specialists- performance to meet and exceed the expectations of our customers, who rely on us as a leader in the retail beverage industry to help them make the best product choices for the events they host, whether an intimate gathering or an elaborate event.Essential Functions\u00c2\u00b7 Oversee a team of 5-8 direct reports, providing training and guidance to develop Specialists- skills and talent\u00c2\u00b7 Use quality assurance programs and monitor customer contacts by doing side-by-side listening andcoaching\u00c2\u00b7 Identify Specialists- areas for improvement and drive their performance to meet key contact centerobjectives including First Contact Resolution\u00c2\u00b7 Be accessible daily to provide guidance to the team with escalations, clarity on policies and procedures, andcase reviews\u00c2\u00b7 Use positive communication to motivate and engage employees, pushing them to strive for excellence\u00c2\u00b7 Prepare and publish work schedules based on forecasting and budget plans to ensure service levels are inline with business objectives\u00c2\u00b7 Monitor service levels and ensure proper adherence to published schedules\u00c2\u00b7 Provide feedback to the Customer Care Manager regarding employee performance, including weekly rreporting and analysis of performance trends in order to develop business strategy\u00c2\u00b7 Identify ways to better achieve business goals and add value to the team, creating a unified teamenvironment\u00c2\u00b7 Assist with loss prevention and shipping compliance issues, in-store order management, and customerexperience surveys\u00c2\u00b7 Proactively assist the team by handling customer contacts as needed, acting as a model for excellentcustomer care with web orders, and in-store and digital customer experience\u00c2\u00b7 Other tasks/projects as needed
Requirements

Experience\u00c2\u00b7 5 years working in a contact center role (or management role) in a customer-focused organization\u00c2\u00b7 2 years of experience in a leadership role\u00c2\u00b7 Experience in managing remote employees\u00c2\u00b7 Prior experience managing contact center operations or technology projects\u00c2\u00b7 Detailed understanding of call forecasting and staff scheduling\u00c2\u00b7 Understanding of telephony integration, work force management, and contact center management tools,including quality assurance programs\u00c2\u00b7 Experience with start-up operations of a contact center is a plusKnowledge and Skills Required\u00c2\u00b7 Excellent verbal and written communication skills, including the ability to engage with team members,peers, and management\u00c2\u00b7 Solutions-focused, with the ability to think creatively and manage time and workload effectively to meetbusiness objectives in a fast-paced environment\u00c2\u00b7 Dedicated to team success, modeling positive leadership qualities at all times, including the ability toeffectively respond to challenging situations\u00c2\u00b7 Demonstrated understanding of sales metrics and experience with data analysis\u00c2\u00b7 Strong working knowledge of Microsoft Excel and PowerPointOther Requirements\u00c2\u00b7 Flexibility to work some nights, weekends, and holidays\u00c2\u00b7 Flexibility to travel out of state if necessary\u00c2\u00b7 Ability to sit or stand for extended periods of time\u00c2\u00b7 Ability to perform repetitive hand movements, including operating a keyboard, mouse, and other devices\u00c2\u00b7 Ability to use a headset for extended periods of time when conversing via phone\u00c2\u00b7 Ability to lift a minimum of 50 lbsEducation\u00c2\u00b7 Bachelor-s degree in Communications or Business Administration is preferred
Why KellyConnect\u00ae?
Each year, KellyConnect\u00ae finds work for nearly 25,000 call center employees like you. We offer temporary, temporary-to-hire, and direct-hire roles, for both traditional office and home-based assignments. And through Kelly's connections, from small- and mid-sized companies to over 95 of the Fortune 100\u2122\u2014we can open your job search to a new world of opportunities. You get a more flexible career, your way: choosing the positions you want, when and where you want to go, and always for competitive pay.
Want more information? Visit kellyservices.com/contactcenter
About
Kelly Services\u00ae

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]

Company info

Kelly Services, Inc.
Website : http://www.kellyservices.com

Company Profile
William Russell Kelly founded the company in Detroit on October 7, 1946, operating as the Russell Kelly Office Service. He is widely credited with pioneering the modern temporary help industry. The company was renamed Kelly Girl Service in 1957, and it became Kelly Services® in 1966 to reflect the growing services of the company. Established in the International Marketplace In 1968, Kelly Services opened its first international office in Toronto, Ontario, Canada. The company’s first European office opened in 1972 in Paris, France. Today, we offer a full suite of outsourcing, consulting, and staffing solutions—delivered globally from over a 70-year heritage of dynamic talent innovations. Total Sales Revenue in 2016 was $5.3 billion. Fortune U.S. Rank Kelly Services is currently ranked 490 in the Fortune 500 list of America’s largest companies.

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