Customer care supervisor - #callcenter #job

Company Name:
Toys R Us
The Customer Care Supervisor will be responsible for leadership, management and oversight of the call center work flow as well as supervising and developing the team that supports Toys R Us They will supervise a team (in support of intake, troubleshooting and resolution) to ensure the consistent delivery of excellent customer service and accurate and timely response of call center inquiries, as measured by call center standard metrics.
Effectively manage escalation of calls, back office work, client issues and provide direction and guidance regarding policies, procedures, workflows and call service quality.
Continuously analyze current business work flows and productivity/efficiency results
in order to seek and recommend process improvements.
Effective and strong decision maker with the ability to make prudent decisions that are timely, well researched, and reflect awareness of impact on the customer and the company.
Demonstrate a strong background in call center operations or customer service
Excellent reporting skills with the ability to analyze metrics and present results to Executive Management
Must have strong verbal and written communication skills
Demonstrates strong problem solving skills and is able to improve quality results by recommending changes
Keeps equipment operational by following established procedures and reporting malfunctions
Strong background managing direct reports with the ability to motivate employees and create a positive environment, preserve high morale, and the overall ability to supervise and direct people and/or resources to meet department goals.
Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
2+ years in customer service and management position
Schedule: Must be willing to work flexible hours(8am-10pm) including weekends when needed

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