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Customer Care Supervisor (On-Site)
Job Summary:
The Neumo Customer Care Call center provides 24/7 assistance to its customer across the United States and Canada. As a supervisor, you will provide direct support to the Care Center team as well as an assigned agent group. You will represent Customer Care as a subject matter expert as necessary for project initiatives and continuous improvement efforts. The Customer Care Supervisor will assist with case/call quality, call management and email processing, to support the team and business as necessary.
Duties and Responsibilities:
- Coordinate training and oversee onboarding/offboarding processes.
- Conduct 30, 60, 90-day touchpoints for all new hires.
- Maintain staffing schedules and coverage gaps.
- Maintain direct reports breaks/lunch schedules.
- Monitor direct report's attendance tracking/adherence.
- Review, correct and submit hourly associate timesheets daily/weekly.
- Identify associate wage progressions in accordance with departmental wage tier guidelines.
- Handle Supervisor escalation calls and provide production assistance as needed.
- Oversee State Customer Care outage procedures to completion.
- Coordinate product level cross train for all Customer Care associates.
- Call Queue Facilitation/Supervisor dashboard monitoring.
- Salesforce Customer Care Dashboard monitoring
- Omni/State Community case monitoring
- Follow-up on external client escalation responses
- Proactive monitoring of Salesforce case lifecycles
- Monitor/Coordinate Offline duties and reporting.
- Quality control audits for production cases and calls
- Enhance direct reports' performance metrics in accordance with departmental metrics and guidelines.
- Collaborate with SSO Leadership team to provide kiosk assistance and personnel timesheet management.
- Collaborate with internal IT Helpdesk for production impacting software, equipment, or credential requests.
- Research Field Tech/Dispatch trends and collaborate with internal LOBs for Root Cause analysis and resolution.
- Research TechOps case trends and collaborate with internal LOBs for Root Cause analysis and resolution.
- Research Payment discrepancy trends and collaborate with internal LOBs for Root Cause analysis and resolution.
- Research Code Red trends and collaborate with internal LOBs for Root Cause analysis and resolution.
- Research Offline/Zero transaction trends and collaborate with internal LOBs for Root Cause analysis and resolution.
- Perform other duties as assigned
Knowledge, Skills and Abilities:
- Properly Coach, Train, and Develop direct reports in accordance with departmental guidelines.
- Side by side shadowing with Sr Tech/associates 2 per week
- 1x1's meetings with Sr Tech/associates 2 per week
- Implement monthly performance contests and incentives to increase productivity in accordance with departmental budget guidelines.
- Properly Deliver performance improvement plans to direct reports in accordance with departmental guidelines.
- Provide internal and external escalation communications to BMV Managers and State Representatives
- Serve as a liaison with TechOps and FS to enhance productivity and strengthen the Support Services team.
- Plan, strategize, communicate, and execute internal process improvements to the Customer Care Team.
Education and Qualifications
- Proven track record of customer service excellence
- Proficient in Microsoft Suite (Word, Excel, PowerPoint, etc.)
- Excellent written and verbal communication skills
- Strong problem-solving and decision-making skills
- Able to work in a fast-paced environment
- Able to multitask and prior tasks
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
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