The Customer Support Supervisor is responsible for providing high-quality and efficient customer service through the daily management of a customer support team. The key elements of this role include developing and implementing workflows, measuring team performance, staff training, mentorship and fostering a positive team culture.
Core Job Duties And Responsibilities
Assist the Manager in supporting the operations, both externally and internally focused, including Customer Support (CSS/CS), and Product Operations (PROPS) in a 24x7x365 capacity.
Assist with recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Assist the Manager with the Intaking and onboarding of new products and services to the department.
Coach and mentor the Team Leads and direct reports to develop and maintain gold standard customer service practices.
Develop and maintain an inspiring team environment which motivates through a culture of open communication.
Develop strategies to fill operational gaps and execute improvement plans.
Maintaining KPI’s, SLA’s, benchmarks and other measures of success for best-in-class customer experience.
Communicate company goals and priorities and lead to that
Answer team questions and facilitate solution focused discussions across the department
Delegate tasks and responsibilities and oversee team workflows
Provide relevant information to other functional teams and management, reporting
Resolve internal and external conflict, quickly and effectively
Collaborate with cross functional team efforts
Ensure prompt and accurate processing of requests and inquiries by employees with minimal wait times through to effective resolution.
Manage escalated customer issues as needed
Triage and prioritize problems
Act as a key resource and member of the team
Develop training, analyze skill sets and performance
Set clear goals and measure success
Conduct one-on-ones with team members to help learn, raise/address concerns and align priorities
Motivate and develop team members and assess performance through reviews, team meetings and ongoing coaching and mentoring
Develop and review team Smart Goals each quarter which is part of the yearly performance review.
Manage scheduling and assignments
Recommend staffing changes and supporting activities such as recruiting and succession planning
Engage employees to create a great place to work and ensure a positive environment
Education, Experience And Qualifications
Proven track record of building and managing teams of employees
Post-secondary education in an IT field and/or equal working experience
Available to work flexible shifts: Core business hours and non-business hours, stat holidays and overtime as needed
High level of tact, diplomacy and negotiation skills required
Excellent interpersonal, verbal and written communication skills
Superior analytical and organizational skills with attention to detail
Ability to work in a fast-paced, rapidly changing IT environment
Outgoing, enthusiastic and self-motivated
Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
Dealer / Automotive experience is an asset
5+ years of experience in a customer support role
5+ years of experience supervising or leading a team
Proven senior level performance and leadership qualities
The Career Opportunity
At J.D. Power, you'll be working for a worldwide leader of customer service, providing an unbiased view of the voice of the customer to businesses and consumers. Each year, J.D. Power interacts with millions of respondents around the world to better understand their opinions, perceptions, and expectations about a variety of products and services -- and our roles are integral to our company’s success.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power is?clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.
At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.
Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,?each and every?member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.
Change Makers - At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.
Team Driven -At J.D. Power, we are one?team?and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series — J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.
We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.
J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation. If you require accommodations?during the recruitment and selection process, please specify.
To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.