What are the responsibilities and job description for the Operations Supervisor - Community Archives position at Associa?
The Community Archives Customer Service (CACS) Supervisor is responsible for training and supervising CACS personnel and assisting in all CS aspects of Community Archives products and services. This is a front-line supervisory position in a fast-paced centralized environment providing specialized disclosure documents for resale escrow transactions through a web-based document management service to community associations throughout North America.
Job Responsibilities:
- Supervise the production and performance of service center in-office in accordance with our policies and procedures.
- Supervise CA Customer Service Center daily operations, including performance and production.
- Other duties as assigned.
- Interact with internal and external customers to maintain a high level of company service.
- Facilitates coaching and development sessions in both written and verbal format.
- Ensure adherence to internal and external Service Levels.
- Provide daily, weekly, and monthly reports on department performance and production.
- Make certain that each employee has a clear understanding of their daily responsibility by effectively balancing the workflow and setting expectations.
- Ensure new and existing employees are trained with necessary skills to perform their jobs effectively and efficiently.
- Responsible for coordination of staff's schedules (lunches/work hours/PTO/OT/ & training)
- Manages program-specific performance standards (e.g. KPIs: Quality/Adherence, Service Level, Average Handling Times, Attendance).
- Coordinate and conduct monthly staff one-on-one meetings and 90-day reviews.
- Assist clients with customer service-related issues.
- Develop an environment providing motivation, participation and opportunities for employee initiative.
- Responsible for hiring the right employees that will be successful in their position.
Education and Experience:
- Associate degree desired or minimum 2 years experience in call center environment.
- Prior experience as a Call Center Supervisor required.
Knowledge and Skills:
- Considerable experience managing 12 or more employees in a supervisory role.
- Experience managing employee performance including coaching to call center metrics.
- Strong technical computer proficiency (Microsoft Windows, keyboarding skills, strong systems aptitude-ability to quickly navigate through multiple systems).
- Experience with support channels including telephone, email, and chat.
- Strong interpersonal, coaching skills, including the ability to provide constructive feedback in a manner that results in improved performance.
- Possess common sense, logical thinking, and time management skills.
- Objectivity, professionalism and maturity.
- Flexibility and demonstrated ability to adapt well in a changing environment.
- Ability to remain focused and productive.
- Excellent written and verbal communication skills.
- Exceptional customer service attitude.
- Strong interpersonal skills and business sense for building relationships across all levels of a matrixed organization.
- Ability to lead and motivate a team to meet department objectives.
