Harland Clarke Corp
Call Center Supervisor - Contract (Administrative)
Harland Clarke is a leading provider of customer engagement solutions that help connect businesses and people how, when, and where it matters. The company offers payment tools such as checks and cards; and marketing services such as deposit and loan acquisition programs, digital marketing, performance analytics and promotional products for businesses. It deploys these solutions holistically, across print, phone, and digital channels, ensuring that the customers of its world-class client base enjoy a consistently superior experience. Harland Clarke is a wholly owned subsidiary of Vericast (http://www.vericast.com). For more information, visit www.harlandclarke.com or follow Harland Clarke on LinkedIn and on Twitter @HarlandClarke.
Job Description
Position Summary
The primary objective of the Supervisor -Contact Center Solutions is to develop and support Customer Care Specialists to ensure that all established goals of the department are attained. The Supervisor will work closely with the CS&S Managers and Director, as well as all other corresponding departments and supporting people and processes to ensure that overall Center goals are attained and that the maximum productivity of each Customer Care Specialist is achieved. Supervisors must project professional and positive support in communicating policy and process updates/changes to gain Specialists buy in.
Key Duties / Responsibilities
Overall development of Customer Care Specialists (45%)
Supervisory Responsibility
Direct responsibility for 15+ Customer Care Specialists
Communication & Contacts Required
This position may include contact with various company personnel, including Plants, Field Sales, Corporate Marketing, IT, Engineering, HR and external clients, customers and vendors.
Education & Knowledge Required
Minimum of 2 years of college or equivalent work experience. Excellent interpersonal, verbal and written communications and organizational skills. Professional demeanor, work ethic, energy and drive. Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment. Leadership skills, willingness to coach and develop staff and ability to resolve conflicts
Experience / Skills / Abilities Required
2 plus years of supervisory experience and 3 or more years of contact center experience. Basic ability to us personal computer. 10-key by touch. Excel, Word, and other Microsoft Office applications. Ability to work flexible schedules and weekends based on business needs as determined by the Center Manager and Director. Presentation Skills
Additional Information
Harland Clarke, a Vericast Company, considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Valassis will provide reasonable accommodations for qualified individuals with disabilities by contacting our recruiting administrator at [email protected]
EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
All your information will be kept confidential according to EEO guidelines.