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Customer Care Quality Assurance Supervisor
Pencor ConstructionCustomer Experience Quality Assurance/Control Supervisor for Blue Ridge Communications. Leading quality team, monitoring performance, and ensuring adherence to processes in customer care operations.
About the role
Key responsibilities & impact- Embrace our core values and consistently lead by example
- Create an environment that encourages continual learning and development
- Monitor the activities of representatives supporting our customers and customer care teams
- Assist with evaluating representatives job performance and provide timely feedback
- Ensure adherence to proper processes and procedures
- Create expectations, provide formal and informal coaching and recognize success
- Communicate with the team on a daily basis
- Coach representatives to build problem-solving skills and work independently
- Interact with customers on an as-needed basis, handling escalated customer situations
- Address any performance issues in a timely manner with management
- Communicate and escalate with internal teams and external vendors
- Department scheduling and payroll
- Collaborate with leadership and other department’s to meet evolving needs of our business
- Process time off request, call outs and overtime request
- Oversee inventory management - including ordering new supplies when needed
- Train employees on company policies and procedures
- Manage employee’s performance by providing feedback, coaching and counseling when necessary
- Conduct employee performance appraisals to ensure they meet company standard
- Conduct interviews to identify talent to bring into our organization
- Ensure agents are held to expectations of job duties and performance
- Other duties as assigned
Requirements
What you’ll need- High School Diploma or G.E.D
- Established residency in Pennsylvania
- Valid PA Driver's License and good driving record
- Previous leadership experience preferred
- Excellent understanding of order entry processes
- Willingness to work as part of a team
- Strong Computer Skills to include Microsoft Office Programs and Outlook
- Excellent Communications Skills – Oral and Written
- Conflict Resolution Skills
- Strong Time Management and Organizational Skills
- Ability to multitask in a fast-paced environment while adapting changes
- Ability to perform duties while adhering to company policies and procedures
- Ability to create solutions and implement changes which display innovation
- Ability to work overtime or adjust work schedule when necessary
- Ability to portray a professional, courteous and friendly demeanor at all times
Benefits
Comp & perks- Impressive health insurance package to full-time employees
- Paid time off
- Tuition reimbursement
- Employee referral program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order entry processesperformance appraisalsemployee traininginventory managementschedulingpayroll processingcoachingconflict resolutionmultitaskingadapting to change
Soft Skills
leadershipcommunicationproblem-solvingtime managementorganizational skillsteamworkinnovationprofessional demeanorcourteousnessfeedback
Certifications
High School DiplomaG.E.DValid PA Driver's License