CSD Access Direct Operations Supervisor

Description
In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission.

Ensures that superior service quality is delivered to all customers and trained on all customer support lines
Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages
Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success
Maintain and encourage a positive remote work environment
Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance
Promotes good attendance while projecting a professional image
Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys
Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority
Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors
Provides administrative support
Ensure compliance with company policies and regulations
Other duties as assigned

Requirements
To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

Delivers exceptional customer service via superior interpersonal skills, active listening, expressive and strong written communication skills, and professional video skills that promote ASL Now as the company of choice
Proficiency with Microsoft Office, computers, video technology and strong typing skills
Ability to understand and convey information from operational data
Intrinsic desire to help people and support customers and employees
Ability to ask prying questions, diffuse tense situations and escalate appropriately while remaining adaptable and accountable
Ability to multi-task, set priorities and manage time effectively
Experience in sales, marketing, or customer service roles is a plus
Ability to thrive in a fast-paced environment while committing to work schedules in a virtual office environment

Qualifications

Bachelor’s degree in business or related field from an accredited college or university, or equivalent professional experience
Three years of professional customer service experience and one year of large team supervisory experience
Ability to work full time between 7 am to 4 pm Central Time Zone, Monday through Friday
Ability to work flexible hours, including nights, weekends, and holidays as needed
All offers of employment are contingent upon clear results of a thorough background check
Ability to communicate effectively in American Sign Language (REQUIRED)

Salary Description
$48,000 - $58,000/year