Job description
The Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees and Instant Teams. The Supervisor is responsible for creating a positive image to all customers, internal and external, at all times. They will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development. The Supervisor will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.
Essential Functions:
Supervising
- Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support
- Prepare daily work schedules (as needed),ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
- Perform quality audits according to client expectation to identify areas of coaching needed within the team
- Provide weekly/monthly status reports on employee performance
- Monitor team productivity against client work requirements
- Review and approve timesheets
- All other projects as assigned
Coaching /Team Development
- Provide timely 1x1’s and coach on performance improvement opportunities
- Provide feedback and coaching on customer requirements/escalations
- Ensure KPI goals are met
- Assist with the continuing development of existing employees
- Uses creativity to develop an engaged workforce
- Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
- Communicates with other departments and management to resolve problems and expedite work
- Respond to and resolve customer inquiries and complaints, both written correspondence and phone
- Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
Competencies
- Service-Oriented (We Serve with Excellence.)
- Lead from the front (We take Ownership.)
- Communication proficiency (We Communicate Mindfully.)
- Time management
- Collaborative
- Flexible (We Embrace Change Daily)
- Tech-savvy
- Fast-paced
- Self-starter
- Strong work ethic, ability to adapt to rapidly changing priorities
- Strong operational thought process (Intentional Curiosity)
Required Education and Experience:
- 3+ years of Customer Service experience (preferably in leadership role/capacity)
- 1+ years of that experience in contact center work
- Prior experience leading remote teams
- Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
- Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
- Strong interpersonal, organizational and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills.
- Excellent time management skills and sensitivity to deadlines
- Flexibility with the ability to adapt to change
- Ability to ask effective questions and present information clearly and concisely.
- Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales etc.)
Expected Hours of Work: 40 hours a week and weekends as needed
Schedule: Monday - Friday 8:00a-5:00p normal U.S. business hours.
Salary Range: $50-60k annually
Bonus: Supervisor Quarterly Incentive Plan
This position does provide full Instant Teams benefits.
This position is BOYD (Bring Your Own Device!)
Supervisory Responsibilities: Yes - Team size up to 30
Location Restrictions:
Due to position-specific requirements, we are not able to hire from the following locations at this time: California, Illinois, Colorado, Connecticut, Delaware, Hawaii, Iowa, Maryland, Massachusetts, Minnesota, Montana, Nevada, NYC, Oregon, Philadelphia, Vermont, Washington State, Washington DC, and OCONUS (Outside of the Continental U.S.).
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
EEO and Harassment Statement
Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Instant Teams expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.
Other duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don’t meet all the qualifications. If this role captivates you and speaks to your skills, apply away!
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Notes
Other Duties
This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)
EEO and Harassment Statement
Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.
About Us
As a customer experience (CX) marketplace, Instant Teams partners with nation’s top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.
