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Supervisor, CARE Operations

Supervisor, CARE Operations

Job ID 
22935
Category 
Customer Care

Job Summary

Job Description

The MG1 (Supervisor), CARE Operations will be responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors. The Supervisor, CARE Operations (Digital) is expected to advocate for customers and participates in activities that improve business processes and improve operational effectiveness.
 
Your role will include: 
 
- Leadership/Team Management 
- Motivating and coaching CARE Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback
- Creating & maintaining complete documentation of performance improvement conversations and actions
- Consistently and effectively reports on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence )
- Mentors employees along a mutually identified career path
- Delegating effectively to his/her team
- Creating and effectively communicate corrective plans/PIP to ensure that individuals meet objectives
- Setting/clarifying requirements and expectations for Associates. Ensuring disciplinary actions for front-line employees occur in transparent, accurate and timely manner
- Preparing, maintaining and updating personnel records, reports and documentation as identified and requested
- Communicating and maintaining Vistaprint’s vision, direction and culture to the team 
- Operations Excellence/Process improvement:
- Ensuring high compliance to operational processes
- Participating in cross-functional communications and meetings to support achievement of the center’s goals
- Representing the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution
- Working with the management team to develop processes to respond to needs concerning customer satisfaction
- Finding creative solutions to effectively address internal and external customer queries and concerns within relevant SLA
- Leading and facilitating change with a positive attitude 
- General/Other:
- Supporting and assisting with hiring, training and maximizing staff productivity and impact
- Working closely with the Quality team to ensure that quality standards are met
- Performing contact center activities as needed as well as additional responsibilities as requested 
 
In return, you will bring:  
- At least 3+ years’ experience in a contact center environment in Customer Service or Print/Website marketing with a minimum of 2 years in a leadership position
- An aptitude for technology learning and the use of multiple systems
- Working knowledge of MS Excel, Word and PowerPoint
- Minimum qualification of an Associate in a business related field is required
- Knowledge on Vistaprint Digital Marketing products and services
 
Additional characteristics: 
- Effective at coaching, mentoring and motivating team members
- Sound technical knowledge of computer systems and website operation. Very good understanding and awareness of the internet operations and procedures
- Analyze technical issues, identify trends and report to appropriate channels
- Proficient in managing multiple competing tasks and changing priorities
- Effective conversation and documentation skills
- Create effective development plan for individuals
- Maintain teams engagement level in center wide activities

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