Vacancy expired!
CooperVision, a unit of The Cooper Companies, Inc. (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses and related products and services. The Company produces a full array of monthly, two-week and daily disposable contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism and presbyopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.JOB TITLE: Supervisor, Customer ServiceDEPARTMENT: Customer Service
JOB SUMMARYSupervises and coordinates activities of Customer Service Specialists engaged in handling all incoming customer inquiries through various methods. Maintain and deliver optimum quality of service to customers. Maximize employee productivity, quality and development of staff by providing continuous and effective feedback and coaching.ESSENTIAL FUNCTIONS
Regularly monitors employee’s performance to ensure quality service, maintain service level objectives, technical accuracy and adherence to company policies/SOP’s.
Lead and coach a team of approx. 10-15 representatives in a manner that ensures high quality customer service focused on building and retaining valuable customer relationships. Assures a smooth workflow and maximum productivity and quality through training, coaching and feedback.
Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Provides goals, assignments and opportunities for further development.
Identify and analyze escalations including providing guidance to team members for resolution.
Acts as a liaison with internal and external customers when necessary.
Completes and delivers Scorecard to assess employee performance on a monthly basis. Tracks employee performance and prepares performance reviews annually and administers salary actions.
Supports and effectively communicates the department’s objectives on a regular basis to staff. Motivates and creates a positive work environment to maximize performance standards.
Manages all time keeping in Kronos for agent scheduling.
Administers appropriate progressive disciplinary action as needed.
Conducts monthly Team meeting to keep employees up to date and working towards departmental objectives. Ensures all employees understanding of all updates and communications.
Assists in determining work procedures, prepares work schedules and expedites workflow. Assists with call overflow as needed.
Supports CS and CVI objectives. Actively participates in the CS Leadership Team.
Builds effective and strong teams, committed to delivering world class customer service and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, coaching and motivating of staff.
Providing solutions and identifying opportunities for improvement.
Acts as an ambassador for CooperVision, and supports Company Mission, Purpose, Promise and Values
Create and foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect.
Tracks and records daily and monthly statistics for department.
Supports safety initiatives.
Perform other job related duties as assigned.
POSITION QUALIFICATIONS/KNOWLEDGE, SKILLS AND ABILITIES/
Interpersonal skills: Ability to establish and maintain positive and effective working relationships internal and external. Ability to work well in a Team environment. Self-motivated and has the ability to project a positive attitude. Proven people skills to build solid relationships with professionals at all levels
Professionalism: Conducts themselves in a professional and friendly manner, including and maintaining confidentiality. Exhibits patience and respect when dealing with employees or customers, leads by example.
Listening and Communication skills: Active listening skills and effective communication, including presenting to groups. Effective verbal and written communications skills needed.
Problem-solving skills: Ability to analyze, investigate and resolve issues.
Time Management: Ability to plan, prioritize, multi-task and meet deadlines. Attention to detail is imperative.
Ability to read, analyze and interpret procedures or government regulations.
Ability to create reports including business correspondence.
Excellent mathematical skills required.
Willingness to learn and take on additional responsibilities to build current skill set and gain knowledge.
Extensive knowledge of common call center practices and software.
Strong business acumen and ability to learn new programs, products and processes when implemented. Ability to understand, apply and explain company policies and procedures.
Must maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures.
Proven ability to make sound business decisions
Strong performance management abilities. Solid leadership skills and ability to direct and motivate staff with integrity and ethics
Knowledge of and experience with Salesforce.com preferred.
Solid PC skills Microsoft Office Suite, with a proficiency in Excel.
Bilingual candidates are desirable. (fluent in English and Spanish)
/WORK ENVIRONMENT/
Professional office environment in line with corporate office standards
Adheres to Standard Operating Procedures and Regulatory requirements
Light physical effort necessary to perform the job
Occasional travel may be required
/EDUCATION/
Associates and/or Bachelor's degree
/EXPERIENCE/
Supervisory experience preferred. Or 3-5 years’ experience or equivalent combination of education and experience in a Leadership role with emphasis on managing, mentoring or coaching at peer level.
Job: Customer ServiceOrganization: Customer ServiceTitle: Supervisor, Customer ServiceLocation: New York-RochesterRequisition ID: VIC0737
Vacancy expired!