Supervisor Customer Service Contact Center

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Ref#: 29216
CBS Business Unit: Simon & Schuster
Job Type: Full-Time Staff
Job Schedule: Full-Time
Job Location: Riverside, NJ, US

About Us:
Simon & Schuster, a part of CBS Corporation, is a global leader in the field of general interest publishing, dedicated to providing the best in fiction and nonfiction for consumers of all ages, across all printed, electronic, and audio formats. Its divisions include Simon & Schuster Adult Publishing, Simon & Schuster Children’s Publishing, Simon & Schuster Audio, Simon & Schuster Digital, and international companies in Australia, Canada, India and the United Kingdom.
Description:


Description:


 


Daily supervision of customer service agents in our office call center where agents maximize good service and efficiency while minimizing call abandonment, provide support and assistance to both our internal and external customers through direct telephone and written communications. Liaison with key management in Sales, Warehouse, Transportation, Supply Chain, CFS, and other areas. This position supports the customer service department, hours are 9:30am to 6:00pm ET, Monday  through Friday.


 

Duties:

 

  • Oversees staff of 9 in our office customer service call center, allocating and balancing workload (Calls, e-mails, faxes), providing guidance on best practices.

  • Create and Analyze reports and audits – system generated, customized, or ad hoc to research and resolve issues, spot trends or potential issues, and provide detailed information.

  • Represent S&S to our multiple customer segments and sales channels, understanding and adjusting to the inherent differences in each.

  • Lead department systems testing efforts for new systems, enhancements, or break fixes, generate scenarios/test scripts, report conclusions, document results

  • Track, analyze, and report trends to management

  • Develop process improvements to save resources, enhance revenues, improve customer service, remaining within Audit and other legal requirements.

  • Interact with  other departments with regard to work flow enhancement and problem resolution (Sales, CFS, Logistics, Warehouse, Supply Chain, and Client Services)

  • Responsible for responding to direct customer issues requiring escalation and crisis situations

  • Take appropriate actions to satisfy audit requirements and service to customers

  • Monitor, observe and react to queue and real-time reporting within the CM System; reallocate call direction and work assignments based on observations

  • Close and open the call center system center during business hours for special or emergency situations

  • Review claims for accuracy, reasonability and signing approvals; forward where applicable.

  • Work with CFS, Claims Processing and QC on credit approvals, prepaid orders, claims and order delivery research

  • Oversee appropriate department use of rush codes, administrative hold, backorder cancellation and other Order Management tasks requiring  higher levels of systems’ security

  • Create, maintain and provide analysis of department productivity reports for all tasks; provide feedback to staff and analysis to manager

  • Silent monitoring of incoming customer calls

  • Coach and counsel employees to improve their performance

  • Administer and direct training of new staff and updates to procedures and policies to existing staff.

  • Maintain/document department policies and procedures.

  • Maintain employee schedules (ensure appropriate coverage of the phones, emails, and department responsibilities at all times)






    Qualifications:

    Qualifications:

    Required:


    • 4-year College Degree Required plus 2 - 5 years of experience. 
    • Excellent verbal and written communications skills; professional telephone and email etiquette.
    • Strong presentation, organizational and planning skills
    • Excellent PC skills including: Excel spreadsheet (Pivot Tables, V-Lookup, Macros) Microsoft Office products, understanding of systems applications and report building. 
    • Ability to analyze reports, systems, procedures
    • Ability to create process improvements based on analytical conclusions  
    • Ability to multi-task and prioritize; detail oriented, strong follow up skills, flexible


    EEO Statement:
    Equal Opportunity Employer Minorities/Women/Veterans/Disabled
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