Customer Care Supervisor (On-Site)

Job Summary:The Neumo Customer Care Call center provides 24/7 assistance to its customer across the United States and Canada. As a supervisor, you will provide direct support to the Care Center team as well as an assigned agent group. You will represent Customer Care as a subject matter expert as necessary for project initiatives and continuous improvement efforts. The Customer Care Supervisor will assist with case/call quality, call management and email processing, to support the team and business as necessary.Duties and Responsibilities:Coordinate training and oversee onboarding/offboarding processes.Conduct 30, 60, 90-day touchpoints for all new hires.Maintain staffing schedules and coverage gaps.Maintain direct reports breaks/lunch schedules.Monitor direct report's attendance tracking/adherence.Review, correct and submit hourly associate timesheets daily/weekly.Identify associate wage progressions in accordance with departmental wage tier guidelines.Handle Supervisor escalation calls and provide production assistance as needed.Oversee State Customer Care outage procedures to completion.Coordinate product level cross train for all Customer Care associates.Call Queue Facilitation/Supervisor dashboard monitoring.Salesforce Customer Care Dashboard monitoringOmni/State Community case monitoringFollow-up on external client escalation responsesProactive monitoring of Salesforce case lifecyclesMonitor/Coordinate Offline duties and reporting.Quality control audits for production cases and callsEnhance direct reports' performance metrics in accordance with departmental metrics and guidelines.Collaborate with SSO Leadership team to provide kiosk assistance and personnel timesheet management.Collaborate with internal IT Helpdesk for production impacting software, equipment, or credential requests.Research Field Tech/Dispatch trends and collaborate with internal LOBs for Root Cause analysis and resolution.Research TechOps case trends and collaborate with internal LOBs for Root Cause analysis and resolution.Research Payment discrepancy trends and collaborate with internal LOBs for Root Cause analysis and resolution.Research Code Red trends and collaborate with internal LOBs for Root Cause analysis and resolution.Research Offline/Zero transaction trends and collaborate with internal LOBs for Root Cause analysis and resolution.Perform other duties as assignedKnowledge, Skills and Abilities:Properly Coach, Train, and Develop direct reports in accordance with departmental guidelines.Side by side shadowing with Sr Tech/associates 2 per week1x1's meetings with Sr Tech/associates 2 per weekImplement monthly performance contests and incentives to increase productivity in accordance with departmental budget guidelines.Properly Deliver performance improvement plans to direct reports in accordance with departmental guidelines.Provide internal and external escalation communications to BMV Managers and State RepresentativesServe as a liaison with TechOps and FS to enhance productivity and strengthen the Support Services team.Plan, strategize, communicate, and execute internal process improvements to the Customer Care Team.Education and QualificationsProven track record of customer service excellenceProficient in Microsoft Suite (Word, Excel, PowerPoint, etc.)Excellent written and verbal communication skillsStrong problem-solving and decision-making skillsAble to work in a fast-paced environmentAble to multitask and prior tasksWork Environment:Office setting with a moderate noise level.The employee will work at an individual workstation, using a telephone and computer.Physical Demands:Must be able to remain seated for extended periods.Regular use of a computer and other office machinery, such as printers and copy machines.Occasional movement around the office.Frequent communication via telephone.Neumo Summary:With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.