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The purpose of this position is to supervise the daily operations of the Consumer Services Team and oversee the execution of all phone (inbound and outbound) processes related to Hollister ostomy products and services. Additionally, the Supervisor will work with the Manager, Secure Start Services, Secure Start trainer and other team supervisors to implement appropriate training models, new processes and current process improvements as a means to delivering the highest level of service to our customers. Lastly, the Supervisor will take an integral role in actively coaching and developing all Consumer Service Advisors.
Supervise Consumer Service Advisors –60%
Oversee daily operations of the team and ensure that all service levels are being met through: Recorded call monitoring
Live call observation
Daily and weekly service metrics (CISCO, Salesforce, Call Copy)
Publish weekly and monthly metrics, with the support of the data reporting and analytics team.
Ongoing inbound, outbound call/email flow review
Creation of appropriate call prompts, scripting and email templates
Work with the Trainer to roll-out any new processes or revisions to current processes.
Meet with Quality Monitoring Specialist to debrief on monitoring feedback.
Maintain the execution of the following: An outbound follow-up matrix and call scripts.
Outbound campaign activity: (schedule, flow and follow-up process).
Lead regular team meetings as necessary (weekly desired).
Coaching and Development of Associates –30%
Work with 2nd team supervisor and Manager, Secure Start Services to establish HPM expectations and create standard feedback templates
Use templates to actively update and coach/develop associates through regularly scheduled feedback sessions.
As necessary, meet with associates to discuss development outside of their current role.
Identify, share and coach to best practices.
Assist and provide guidance with complex customer situations.
Conduct mid-year and annual performance reviews.
Interface with Manager, CRM Application & Analytics to: Ensure systems are functioning appropriately (troubleshoot as necessary).
Coordinate results from outbound call campaigns and patient satisfaction surveys
Work with Data Analyst to perform quarterly audits of team metrics.
Participate and present during TPI projects related to quality customer service
Travel to or present at UOAA meetings or events
Co-travel in the field as necessary
Lead the recruiting and interview process for new hires
Handle escalated customer calls as necessary
QUALIFICATIONS (Education and Experience)
Bachelor’s Degree and/or 5 years’ experience in customer service related field or supervisory capacity
Excellent communication skills, verbal and written
Strong interpersonal skills with ability to positively motivate associates
Strong coach; able to provide timely feedback on how to improve the consumer experience.
Demonstrated organizational skills with emphasis on multi-tasking
Independent problem solving.
Work related experience in a consumer market.
Initiative – ability to drive continuous process improvement
SPECIALIZED SKILLS/TECHNICAL KNOWLEDGE
Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications and Windows-based navigation
SAP, Salesforce and Cisco applications desirable but not required
ESSENTIALS OF THE ROLE
Sitting for long periods of time (6 – 8 hours)
Ability to wear headset
Ability to work greater than 40 hours if need arises
Desirable but not required
Hollister is an EO employer – M/F/Veteran/Disability
Job Req ID: 27747
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