CS Supervisor - Operations Team, Ring
Job summaryRing is seeking an CS Supervisor for our Operations Team.
CS Support teams provide global support to a wide range of customers who need help with their accounts when unsuccessful with self service.
This team helps with account-related inquiries and provides customers with technical support.
As a CS Supervisor, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success.
You will be responsible for ensuring standards for productivity and quality are achieved.
You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and frequent one-on-ones with team members.
You will focus on improving customer satisfaction, security compliance, and monitoring real-time service levels and schedule adherence.
You will serve as a leader and point of contact for escalated resolutions of a supervisory or sensitive nature, and will work with exceptionally driven, customer-focused Associates.
You will act as a specialist dedicated to raising the bar while helping customers with their account and assisting with device ownership changes.
Key job responsibilitiesIn addition, your responsibilities will include, but will not be limited to, the following:
People Management - Lead a team of approximately 10-15 direct associates and be responsible for overall direction, coordination, and evaluation of the team.
Identify and eliminate barriers to accuracy, productivity, and quality Manage workforce, including developing and maintaining staff scheduling and capacity planning Carry out supervisory responsibilities including team meeting facilitation, audits, coaching conversations, performance development/management, onboarding, reward and recognition, and effective conflict resolution Communicate policies to associates and become the primary information source for staff, following-up to ensure compliance and consistency, taking corrective action as necessary, and documenting the issue and actions taken Adapt and lead the team through changes in circumstances, direction, and strategy Project and Operations Management - Own escalated customer contacts and lead the effort to find a resolution.
Perform deep dive analysis on select situations to gather lessons learned, and use that information to update internal reference materials and processes.
Provide prompt, efficient, detailed, and customer-oriented service to Ring customers.
Work with other customer support teams to ensure a consistent and high-quality level of support.
Drive projects that improve support-related processes.
Act as an advocate for the customer, reporting and acting on observed areas for improvement.
Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer.
Assume responsibility for developing detailed knowledge about specific product lines and features.
Ensure internal knowledge reference pages are updated.
Perform ambiguous tasks without guidance and suggest actions.
Flexibility to work weekends and/or evenings as needed.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
CS Support teams provide global support to a wide range of customers who need help with their accounts when unsuccessful with self service.
This team helps with account-related inquiries and provides customers with technical support.
As a CS Supervisor, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success.
You will be responsible for ensuring standards for productivity and quality are achieved.
You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and frequent one-on-ones with team members.
You will focus on improving customer satisfaction, security compliance, and monitoring real-time service levels and schedule adherence.
You will serve as a leader and point of contact for escalated resolutions of a supervisory or sensitive nature, and will work with exceptionally driven, customer-focused Associates.
You will act as a specialist dedicated to raising the bar while helping customers with their account and assisting with device ownership changes.
Key job responsibilitiesIn addition, your responsibilities will include, but will not be limited to, the following:
People Management - Lead a team of approximately 10-15 direct associates and be responsible for overall direction, coordination, and evaluation of the team.
Identify and eliminate barriers to accuracy, productivity, and quality Manage workforce, including developing and maintaining staff scheduling and capacity planning Carry out supervisory responsibilities including team meeting facilitation, audits, coaching conversations, performance development/management, onboarding, reward and recognition, and effective conflict resolution Communicate policies to associates and become the primary information source for staff, following-up to ensure compliance and consistency, taking corrective action as necessary, and documenting the issue and actions taken Adapt and lead the team through changes in circumstances, direction, and strategy Project and Operations Management - Own escalated customer contacts and lead the effort to find a resolution.
Perform deep dive analysis on select situations to gather lessons learned, and use that information to update internal reference materials and processes.
Provide prompt, efficient, detailed, and customer-oriented service to Ring customers.
Work with other customer support teams to ensure a consistent and high-quality level of support.
Drive projects that improve support-related processes.
Act as an advocate for the customer, reporting and acting on observed areas for improvement.
Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer.
Assume responsibility for developing detailed knowledge about specific product lines and features.
Ensure internal knowledge reference pages are updated.
Perform ambiguous tasks without guidance and suggest actions.
Flexibility to work weekends and/or evenings as needed.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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