Vaco
Customer Care Supervisor
Vaco, Santa Ana, California, United States, 92725
Vaco is looking to hire a Customer Care Supervisor for our client in Santa Ana, CA!
Primary Responsibilities
Ensure customer experience excellence is at or above our standards.Observe that processes are being followed and identify and suggest opportunities for improvement.Assist with hiring new customer care reps, training, coaching, monitoring performance, and ensuring company guidelines are being met.Oversee the day-to-day operations of the call center sales team and develop objectives for their day-to-day activities.Oversee work schedules to ensure proper phone coverage. Manage callouts, teams' timekeeping, sick time, PTO, lunch, and breaks.Create standard operating procedures (SOPs), training materials, scripts, and email templates.Provide dynamic leadership, mentoring, and guidance to team members, helping them maximize every contact for the benefit of both the business and our customers.Approach challenges with a positive attitude and a proactive mindset.Handle escalated customer complaints and provide timely resolutions.Liaison between Customer Care and other departments, manage and deliver timely communication.
Required Qualifications
Call Center, customer service, or supervisory experience required - 5 yrs.Experience working with operational/transactional systems related to contact center operations (Telephony, ERP, CRM, Websites).Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
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Primary Responsibilities
Ensure customer experience excellence is at or above our standards.Observe that processes are being followed and identify and suggest opportunities for improvement.Assist with hiring new customer care reps, training, coaching, monitoring performance, and ensuring company guidelines are being met.Oversee the day-to-day operations of the call center sales team and develop objectives for their day-to-day activities.Oversee work schedules to ensure proper phone coverage. Manage callouts, teams' timekeeping, sick time, PTO, lunch, and breaks.Create standard operating procedures (SOPs), training materials, scripts, and email templates.Provide dynamic leadership, mentoring, and guidance to team members, helping them maximize every contact for the benefit of both the business and our customers.Approach challenges with a positive attitude and a proactive mindset.Handle escalated customer complaints and provide timely resolutions.Liaison between Customer Care and other departments, manage and deliver timely communication.
Required Qualifications
Call Center, customer service, or supervisory experience required - 5 yrs.Experience working with operational/transactional systems related to contact center operations (Telephony, ERP, CRM, Websites).Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
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