Intraday Supervisor

JOB DESCRIPTION:

If you’re looking for a career where teamwork combines with excellence, where innovations blend with creative thinking, and support for career enhancements is inherent, then we want you to help us 'make it happen' as an Intraday Supervisor with Harte-Hanks Direct Marketing in Texarkana, TX. We provide state-of-the-art lead processing, customer care and management via a variety of channels--from web-based solutions to more traditional teleservices -- for businesses ranging from computer hardware and software manufacturers to financial services companies.

The Intraday Supervisor ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in the event of circumstances impacting account performance. Prepares reports and drafts recommendations to Operations Management and Clients to effect in the smooth flow of day-to-day account operations. Occasionally reports directly to Operations Management regarding concerns and incidents affecting the ability of the programs to meet service level commitments to the Client.

MAJOR RESPONSIBILITIES:Updates and processes data for real-time performance analysis. Extracts data, performance reports, and collated information in 30-minute intervals from the Operations monitoring software (i.e. CentreVu Management Supervisor, IEX) in order to communicate the performance of the account in different areas. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues. Manages the queue for the Operations account. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management. Coordinates with colleagues in Workforce to ensure adequate staffing / scheduling for the account to take-in calls routed to the site within the required threshold of the Client. Monitors the account’s performance against the attainment of passing service levels. Acts as the central point of communication regarding account performance. Cascades vital information to key decision-makers (i.e. I.T. Manager, OCS, Operations Directors/ Managers, Command Center Supervisor, Workforce Manager) on circumstances affecting account performance. Escalates relevant information on account performance to Operations Management and ensures that proper documentation on major incidents (i.e. system downtime) is prepared for their perusal. Must have ability to communicate effectively with offsite and onsite management. Cascades relevant information on account performance and other factors to the Workforce group. Shares data with the OCS, Scheduling Supervisor, and MIS Supervisor on processed information (i.e. attritions, daily statistics, critical incidents transpired during operational hours). Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts by attending regular calibration meetings with Operations Management. Provides information on key issues and challenges in attaining service levels for the past week, and devises necessary responses to resolve such matters. INTERNAL INTERACTION Updates and processes raw data into reports needed to analyze the running performance of each account. Communicates incidents that present as challenges to the performance of the account (i.e. application problems). Coordinates technical problems facing the program and agents on the floor. Verifies non-Operations activities (i.e. QA calibration, Recurrent Training) to keep track of the program’s activities during operational hours. EXTERNAL INTERACTION Cascades detailed information on incidents and challenges to the non-attainment of service levels (i.e. application problems, system downtimes). Solicits information from the client on call volumes, queues, and running performance of the site.

QUALIFICATION REQUIREMENTS:

• At least one (1) year of experience within the customer service industry.

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).

• Prefer proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. IEX, CentreVu).

• Excellent oral and written communication skills.

• Fluency in the English language.

• Adaptive to changing work schedules and working hours.

• Must have problem solving, decision making, and analytical skills. Presentation skills and attention to detail. Must be customer oriented.

• Bachelor’s Degree a plus, but not required.

• Experience managing customer interactions in high volume situations such as restaurants, hotels, or call centers is a plus.

COMPETENCIES REQUIRED:

• Upholds accountability and focuses on delivering expected outputs / results in a timely manner with emphasis on quality, completeness, and accuracy.

• Conveys thoughts in a clear, organized, and concise manner, in verbal or written form. Exhibits tact, diplomacy, and professionalism in dealing with all individuals regardless of level within the organization, adapting communication styles as appropriate.

• Possesses an awareness of systems, policies, and procedures applicable to one’s own work and the coordinating relationships with other individuals / units / departments. Appropriately applies procedures, requirements, regulations, and policies related to specialized expertise (i.e. HR, QA, Operations).

• Evaluates situations using the principles of logic and sound judgment to come up with reasonable and timely decisions and resolutions. Considers the pros and cons of various alternatives. Anticipates the possible effects of decisions made.

• Anticipates upcoming work activities and deadlines without necessarily being cued. Foresees circumstances and appropriately acts on such before conditions require action.

• Demonstrates consistent focused actions to ensure high levels of customer satisfaction. Asks questions to clarify requirements and takes action to ensure that these needs are met and / or exceeded. Responds to customers with appropriate level of urgency. Builds confidence in customers that their needs are given the highest priority.