The CARE Operations Supervisor provides guidance and leadership to the CARE team in a multi-channel contact center. The supervisor is responsible for motivating, assisting and directing a team of frontline agents to meet monthly goals in accordance with defined targets. The supervisor coaches Care Associates to higher performance, meeting and exceeding established targets in support of the CARE vision.

Key Outputs

Leads and motivates team to achieve defined KPI targets Resolves customer escalations and coaches the team to de-escalate customer issues Advocates for customers and participates in activities that improve business processes and improve operational effectiveness Develops team for improvement of competencies/behaviors of the role

Key Responsibilities /Duties

Leadership/Team Management:
Motivates and coaches CARE Associates to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback Create & maintains complete documentation of performance improvement conversations and actions Consistently and effectively reports on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence ) Mentors employees along a mutually identified career path Delegates effectively to his/ her team Create and effectively communicate corrective plans/PIP to ensure that individuals meet objectives Set/ clarify requirements and expectations for Associates. Ensure disciplinary actions for front-line employees occur in transparent, accurate and timely manner Prepares, maintains and updates personnel records, reports and documentation as identified and requested Communicates and maintains Vistaprint’s vision, direction and culture to the team

Operations Excellence/Process improvement:

Ensure high compliance to operational processes Participates in cross-functional communications and meetings to support achievement of the center’s goals Represents the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution Works with the management team to develop processes to respond to needs concerning customer satisfaction Finds creative solutions to effectively address internal and external customer queries and concerns within relevant SLA Leads and facilitates change with a positive attitude

General/Other:

Supports and assists with hiring, training and maximizing staff productivity and impact Works closely with the Quality team to ensure that quality standards are met Performs contact center activities as needed as well as additional responsibilities as requested
Effective at coaching, mentoring and motivating team members Master French language Proficient in managing multiple competing tasks and changing priorities Ability to use judgement to solve problems Well developed time management and administrative skills Displays a willingness to learn through openness to feedback and development Excellent team player Excellent verbal and written communication skills

Experience & Qualification :

An aptitude for technology learning and the use of multiple systems * Working knowledge of MS Excel, Word and PowerPoint