Customer Care Supervisor (Manager NC) - Shared Services Center 12731
The Shared Services Center at West Virginia University is seeking applicants for three (3) Customer Care Supervisors (Manager NC). The incumbent(s) will be accountable for the performance for a Customer Service Team within Shared Services at WVU. Success in this position will be based on the ability to review team behaviors, identify trends, celebrate wins and provide collaborative coaching to drive employee engagement and performance outcomes. The WVU SSC is a customer service organization that provides customer support and transaction services to the University in the areas of finance, human resources and post award grants management. All members of the SSC are responsible for advocating for customers to improve their experience at WVU.
In order to be successful in this position, the ideal candidate(s) will:
Inspire, motivate, and develop Customer Care Agents. Lead change efforts in partnership with Customer Care Director. Partner with team through change efforts and owns outcomes.
Track and manages contact volume and case management activity for optimal efficiency.
Maintain the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve. Meet or exceed goal for monthly observations and feedback sessions.
Effectively analyze, evaluate, and resolve complex issues escalated by Customer Care Agents and manage each case through quick and accurate resolution.
Offer Customer Care Agents ongoing mentoring, coaching, and other feedback for professional development, completes monthly scorecards as part of 1:1coaching sessions; completes quarterly, semi-annual, and year-end reviews.
Monitor and leverage metrics and trends to determine where process improvement options exist to improve the customer experience, optimize services, and gain efficiencies through technology or other means; Submit ideas for continuous improvement to the operations team.
Stay abreast of all policies and procedures providing regular updates to Customer Care Agents.
Participate in ongoing training experiences offered within the SCC and within WVU. Participate in special projects as needed.
Assist Customer Care Agents with escalated contacts.
Communicate performance goals and collaboratively create action plans to ensure goals are met.
Ensure that resources are in place and trained so that customer issues are resolved quickly; lead team meetings.
Apply policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment; always uphold WVU values.
Monitor retention/attrition rates; create improvement plans as needed.
Bachelor's degree or equivalent combination of education and experience.
Four (4) years of experience with Microsoft Office Products and must be proficient in Windows based applications
Supervisory experience is preferred.
Must be able to communicate well and work with a variety of constituencies
High degree of integrity, ethical practices, tact and ability to be direct and influence others while remaining diplomatic.
Ability to communicate effectively, both orally and in writing. Ability to read and understand procedures.
Demonstrated ability to analyze issues, determine appropriate solutions and resolve sensitive problems.
Ability to be accurate, resolve internal inquiries in a timely, friendly manner.
Strong attention to detail and strong analytical, critical thinking and problem-solving skills.
Positive, energetic attitude.
Valid driver's license.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.wvu.edu/
West Virginia University is an Equal Opportunity/Affirmative Action Employer and the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff and students, and invites applications from all qualified individuals, including minorities, females, individuals with disabilities and veterans.
Job Posting: Oct 9, 2019
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 183882
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.