Executive Care and Escalation Supervisor

Responsibilities

The ECE (Executive Customer Escalations) Supervisor serves as the team’s representative to leadership. The Supervisor must use strong supervisory skills and outstanding customer care skills to manage the team’s day-to-day responsibilities as department specified Service Level Agreements (SLA) and Standard Operating Procedures (SOP).   The Supervisor is ultimately responsible for escalation assistance and training of professionals, and is responsible to notify manager of any escalations.  The Supervisor must utilize solid business analysis techniques to evaluate escalated issues and make sound decisions/recommendations on the course of action.  This individual is also responsible for handling all company issues pertaining to the Better Business Bureau or State Attorney’s General Offices.  The Supervisor is responsible for the team’s performance and assures that the team functions in accordance to the defined processes and procedure.

 

Responsibilities

  • Actively work with Senior Specialist to coach Specialists when they do not follow documented processes or procedures.
  • Must be able to QA 4 calls per week per agent.
  • Provide escalated phone based support.
  • Must ensure that responses to BBB and AGO inquiries are prepared and delivered within the required time frames.
  • Foster team and individual growth through coaching, mentoring.
  • Prepare and deliver monthly performance results to ECE Specialists and Management.
  • Analyze complex processes and reduce and simplify them into clear, concise and logically ordered presentations and instructions.
  • Must be able to attend monthly QA call calibrations.
  • Provide review and respond to client escalations.

Qualifications

BS/BA degree strongly preferred.

Comprehensive understanding of customer care and escalations, Call Center Supervisory/Management experience.

Excellent organizational skills.  Ability to prioritize and execute tasks in a high-pressure environment.  Must use strong supervisory skills, outstanding customer care skills and negation abilities in this position.  Must maintain a high level confidentiality and foster team and individual growth through coaching, mentoring and serves as a resource person.  Encourage collaboration among outside team members to articulate and promote team work.   Analyze complex processes and reduce and simplify them into clear, concise and logically ordered presentations and instructions.  Continue to gain critical knowledge of each system that is utilized by the client and/or Organization.

 

Must be able to create, maintain & document call center metrics and process & procedural documentation.  Must have a comprehensive understanding of customer care and the escalations process.  Requires Expert/Master knowledge of Microsoft Windows, Microsoft Office, e.g. Word, Excel, Outlook, Access, PowerPoint, and the Internet.

 

Must possess the following skills/competencies: previous escalation supervisory/manager experience, leadership skills, team building skills, ability to multi-task, demonstrated strong oral and presentation skills and ability to be objective.  Must have demonstrated: interviewing skills, conflict resolution/de-escalation and negotiation skills, organizational skills, attention to detail, ability to work under deadlines, able to work within many diverse groups, work under pressure.  Must demonstrate excellent customer service, particularly over the phone and in e-mail.  Demonstrate strong knowledge of Word, Excel, and Outlook.  

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.