Supervisor- Customer Relations Quality

CDW - Vernon Hills, IL (30+ days ago)3.7

The Customer Relations Quality Supervisor focuses on quality, adherence, training, customer satisfaction and cost saving measures for all call center segments. The supervisor is responsible for the day to day supervision and coaching of the Quality Analysts, monitoring and evaluating all transactions for the call center to ensure consistency across segments and a continually improved customer experience. The supervisor is also responsible for managing, understanding and integrating the data accumulated through quality monitoring in order to identify critical trends and make relevant, timely recommendations to leadership. The supervisor will act as the main point of contact, within the company, for customer feedback. Including, but not limited to, social media responses, Better Business Bureau complaints, and negative survey feedback. Lastly, the supervisor will oversee the learning and development of the Customer Experience team and Sales Contact Center to drive quality standards so that CDW is seen as the industry leader in customer service.

Key Areas of Responsibility

Create and facilitate training curriculum for all customer relations coworkers
Coach, mentor, motivate and develop coworkers
Analyze quality trends and deliver feedback to the Customer Relations management team
Continually assess curriculum, make needed adjustments and communicate important procedural updates to team
Monitor customer feedback to ensure customer satisfaction

Coordinate and facilitate all sales training with Learning & Development Department
Assess training needs for department and work with Learning & Development to facilitate
Actively work with other departments in teaching changes within Customer Relations and promoting customer service excellence skills
Conduct team and individual meetings with team members
Interview, hire, and train all coworkers for the Quality Analyst role

Minimum Qualifications

High school diploma or equivalent
Minimum two years customer service experience.
Other Required Qualifications

Proven ability to lead a team
Excellent communication skills and the ability to maintain professional contact with customers
Strong conflict resolution and problem-solving skills
Strong interpersonal skills to gain cooperation from other departments
Excellent organizational and time management skills
Ability to think creatively and strategically
Promote a healthy, productive, and positive environment
Strong problem-solving skills
Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
Preferred Qualifications

Bachelor’s Degree
Prior leadership positions