Customer Experience Operations Supervisor (Remote)

ClearCaptions

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

This is a Remote/Work from Home position reporting to the Customer Experience Manager.

Position Summary:

The CEX Operations Supervisor assists in leading and developing a team of Client Care Specialists to deliver a world-class customer experience through regular coaching, training, and hands on experience. This role supports company and departmental goals by directly influencing the frontlines to answer contacts within SLA, follows department and company procedures, and ultimately wins and retains customers.

What you will do:

• Supervise and develop a team of front-line Client Care Specialists.
• Monitor performance by listening to recorded calls and transcribed chats.
• Provide weekly team and periodic 1:1 coaching to team members.
• Support and deliver the company culture and directives.
• Provide workforce management oversight to the team.
• Analyze reporting to identify performance trends and opportunities for improvement.
• Identify gaps in processes and partner to remediate.
• Ensure compliance guidelines are understood and followed.
• Maintain assigned team’s attendance records.
• Complete trainings as scheduled and identifies new opportunities for growth.
• Provide backup to peers and leadership when necessary.
• Perform other related duties as assigned.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality

Qualifications:

• Minimum 2+ years of successful leadership experience.
• Strong workforce management skills.
• Ability to problem solve with limited information.
• Must have strong computer skills and knowledge of basic telephone technology
• Good organizational skills and attention to detail are essential.
• Must have good interpersonal and active listening skills.
• Exceptional customer service skills are a must.

Physical Demands :

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)

Work Environment:

• 100% Remote: Work environment is at home.

Compensation:

$58,536 to $66,833 prospectively with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.

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