What are the responsibilities and job description for the Customer Support Supervisor position at BRMS?
SUMMARY: The Customer Support Supervisor assists the Customer Support Manager with directing the successful operation of all customer support systems, policies and procedures including development, implementation, and continual improvement of processes to best achieve overall business goals for the team.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
This position has no direct reports.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Associate degree (A. A.) or equivalent from two-year college or technical school; and minimum of 5 year’s related experience and/or training in a call center role; or equivalent combination of education and experience.
Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to create and interpret bar graphs.
Reasoning Ability: Strong reasoning and analytical ability, including:
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Assists with aspects of incoming customer support operations, initiatives, and objectives.
- Assists in evaluating and implementing department policies, procedures and operations to increase efficiency and effectiveness.
- Works with training staff to develop training materials and procedures.
- Assists in identifying department issues, including tardiness, absenteeism and performance.
- Assists in monitoring the queue call volume and response time to verify competence and enhance the customer experience and business performance.
- Works proactively to achieve individual, team and Customer Support goals and ensure productivity meets or exceeds service and quality standards.
- Reviews and enforces company policies and guidelines.
- Reviews work processes and procedures and makes recommendations for areas of improvement.
- May assist the Manager with CSR staffing needs, including interviewing, selecting, training, coaching, and development of CSR performance plans when necessary.
- Assists with staff to ensure BRMS knowledge and retention through motivational techniques and career development.
- Responds to customer inquiries and escalation of issues as needed.
- Provides reports and activity updates to Manager when needed.
- Assist taking calls when needed
- QA of call center representatives’ calls
- Performs other duties and responsibilities as assigned by the Customer Support Manager.
- Ability to provide effective leadership in all aspects of position.
- Excellent written and verbal communication skills.
- Must be dependable and maintain excellent attendance.
- Strong analytical skills and problem-solving skills.
- Subject-matter expert within field.
- Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
- Ability to grow with changing demands of the position and the company.
- Strong computer skills, including Word, Excel, Outlook, and Power Point.
This position has no direct reports.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Associate degree (A. A.) or equivalent from two-year college or technical school; and minimum of 5 year’s related experience and/or training in a call center role; or equivalent combination of education and experience.
Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to create and interpret bar graphs.
Reasoning Ability: Strong reasoning and analytical ability, including:
- Ability to interpret a higher level of understanding and logic to interpret and carry out a variety of instructions furnished in written, oral or diagram form.
- Ability to exercise reason and logic to resolve practical problems and create effective solutions.
- Ability to analyze all relevant information and a variety of concrete variables in situations where only limited standardization exists.
- Ability to decipher knowledge from one situation to a similar one and to derive appropriate solutions from learning obtained in earlier experiences.
- Ability to think logically and utilize analytical reasoning.
- Ability to demonstrate experience and skill with learning unfamiliar processes, translate knowledge into new contexts, interpret/compare/contrast facts, order/group/infer causes, predict consequences, and use methods/concepts/theories in new situations.
- Ability to classify and organize data, deconstruct components, generalize from facts, combine and relate knowledge from several areas, draw conclusions, compare and discriminate between ideas, make choices based on reasoned argument, and verify the value of evidence.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
