Customer Care Center Supervisor

allegiantair.jobs

Las Vegas, NV, United States
On-site
Supervision of customer care service center
Coaching and development of staff
Maintain highest level of customer service
This position is responsible for the supervision of the Customer Care Service Center and the coaching and development of the staff to ensure that customer service is maintained at the highest level and in accordance with established company and departmental KPIs

Job Summary

  • This position is responsible for the supervision of the Customer Care Service Center and the coaching and development of the staff to ensure that customer service is maintained at the highest level and in accordance with established company and departmental KPIs.
  • Supervises a team (1-22) in a high volume service inbound & outbound call center, reconciling time and attendance, managing OT, and overseeing leaves and performance improvement plans.
  • Ensures assigned team understands performance standards by providing behavioral coaching, monthly 1:1s, and delivery of the CSSR scorecard, while also participating in the Quality Assurance program.

Matching Summary

This position is responsible for the supervision of the Customer Care Service Center and the coaching and development of the staff to ensure that customer service is maintained at the highest level and in accordance with established company and departmental KPIs.

Skills & Requirements

Must-have

  • Supervision of Customer Care Service Center
  • Coaching and development of staff
  • Maintain highest level of customer service
  • High volume inbound & outbound call center
  • Handle customer escalation calls
  • Promotes safety, PCI compliance, emergency procedures

Nice-to-have

  • Behavioral coaching to achieve CSSR goals
  • Conflict management with ease
  • Identify opportunities for improvements
  • Proactively problem solve
  • Strong leadership and decision making
  • Team player who supports and motivates

Key Requirements

  • Minimum two (2) years supervisory/managerial experience
  • High School Diploma/GED
  • Authorized to work in the US
  • Pass a Criminal Background Check

Work Rights

Must be authorized to work in the US

Tailored Resume

Cover Letter