Supervisor

The Supervisor’s primary function is to mentor, coach and develop a team of Customer Service Representatives and Lead Representatives as individuals and as a team to provide members and clients with high quality interactions in a fast paced, customer focused environment while meeting Company quality, productivity and service level standards.

• Actively managing and resolving floor issues as they arise on a timely basis, communicating escalated issues or trends to the management team as appropriate
• Handling escalated customer phone calls and emails
• Ensuring Customer Service Representatives and Lead Representatives meet Company quality and productivity standards on a monthly basis
• Holding monthly one on ones with each team member to review performance
• Meeting Company monitoring goals for each team member on a monthly basis
• Tracking each team member’s performance, attendance and conduct
• Preparing monthly reports on each team member
• Preparing and delivering annual performance appraisals for each team member
• Managing corrective action issues including the preparation and delivery of corrective action warnings
• Assisting in the training of team members on new benefits and products
• Meeting Company targets for phone and email service levels including average speed of answer, average email wait time, average handle time, etc.
• Scheduling and holding monthly team meetings
• Assisting in the recruitment of Customer Service Representatives
• Completing assignments as requested by Management, accurately and on a timely basis

• Proven leadership skills; excellent interpersonal, organizational and problem solving abilities
• Very strong oral and written communication skills
• Results oriented team player with a strong customer service focus
• High individual productivity in current position with no current or recent disciplinary action
• Excellent understanding of webloyalty.com products, procedures, and the Enhansiv phone and email system
• PC and internet proficiency
• Previous supervisory experience with direct responsibility for addressing performance coaching, addressing performance issues and preparing and delivering performance reviews preferred.

Please submit your resume and an internal application (and referrals) to Jennifer Bittar no later than Tuesday, February 26, 2008.