Customer Care Supervisor

Who We AreHarte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.Overview of Job ResponsibilitiesAs a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.Essential ResponsibilitiesSupervise agent personnel including hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actionsTrack and measure individual and team productivity and quality resultsDrive improvements in overall service levels, transactional efficiencies & cost managementProvide assistance and/or on-the-job training to direct reportsAnalyze, summarize and/or reviews data; report findings, interprets results and/or make recommendationsEnsure adherence to company policiesManage and motivate Contact Center staff to meet performance goalsAnalyze and verify agent knowledge levelSupervise agent personnelBuild relationships with agents; establish rapport, trust and credibility.Adopt and develop a management style of engagement, professionalism and openness.Work with Operations Manager to align with operational account goalsWork closely with other Supervisors to create positive and motivating work environmentWork closely with supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goalsCollaborate with client Services team to develop and maintain relationshipsQualifications, Knowledge, and SkillsHigh School Degree or equivalentThorough knowledge of Contact Center operationsUnderstanding and ability to execute inbound programs to ensure service levels and financial objectives are metDemonstrated ability to interact with peers, senior management and other departments in a professional mannerStrong organizational, leadership and interpersonal management skillsDemonstrated communication skills both written and verbalMust be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staffAbility to work in a dynamic fast paced atmosphereAbility to coordinate activities or tasks of people and groupsAbility to maintain confidentialityDemonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutionsDemonstrate ability to communicate information and ideas clearly, and concisely, in writing and verballyAbility to take instructions from management and ensure follow upSolid understanding of computer basics (Windows, Operating Systems and the Internet)What We OfferGroup Health and Wellness (Medical, Dental, and Vision)Health Savings Account (HSA)Educational AssistanceVoluntary plans, including critical illness, accident, and hospitalization401k plan with Company Match and Roth contributions with immediate vestingPet Insurance, discounted legal services, employee discount programs, and more….In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.**Must be able to commute to Plano Texas.