Supervisor, Customer Support Services (Rupnagar)

JOB SUMMARY The position will lead, develop, and drive a diverse team of both experienced and new non-exempt individual contributors toward providing excellent service to TriNets customers, with an emphasis on achieving company targets and goals while upholding our corporate Core Values. This role is vital in the support of our companys objectives including growth, delivery of superior service, successful implementation and training of both procedural and technological initiatives, driving operational efficiencies, and fostering team spirit in support of TriNets culture and goals. Essential Duties/Responsibilites
- Supervise non-exempt customer service employees to ensure completion of day to day operational and customer service duties 95%
- Train, coach, and advise specialists on business and company best practices 20
- Actively seek opportunities to develop specialists and drive the team through the constant change that stems from the companys aggressive growth strategy 10
- Responsible for regular reporting of Key Performance Indicators, constant feedback, mentoring, and Quality monitoring of both spoken and written communication
- Take part in regular meetings and ongoing projects, including one on one with direct reports, team meetings, and crossfunctional operations meetings
- Manages direct report and dotted line report scheduling, attendance, and workload prioritization
- Address escalation of service issues in all matters affecting their department.
- Perform regular performance reviews for direct reports and take correction action when necessary Required for All Jobs
- Performs other duties as assigned
- Complies with all policies and standards QUALIFICATIONS Education
- Bachelors Degree or equivalent experience preferred Work Experience
- Typically 3+ years Customer Service experience required
- Typically 1+ years Supervisory experience required Knowledge, Skills and Abilities
- Ability to effectively meet customer needs, taking responsibility for customer satisfaction
- Ability to quickly build rapport and adapt to customer communication style to effectively communicate for resolution.
- Ability to take action and make leadership decisions independently regarding low to medium impact day to day operations and direct report management.
- Solid formal presentation/facilitation skills with the ability to adjust appropriately to the audience
- Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management etc.)
- Strong analytical and problem-solving skills
- Ability to absorb new information quickly while working in a dynamic, growth-oriented environment
- Excellent interpersonal and communication skills
- Solid knowledge and understanding of both state and federal employment laws
- Proficient in Microsoft Office Suite
- A demonstrated commitment to high qualified ethical standards and a diverse workplace
- Knowledge of PEO products, services, and markets a plus, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems.
- Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence
- Ability to work on issues of diverse impact where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Work Environment:
- Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Apply on Kit Job: kitjob.in/job/4n67bx