Supervisor, Client Support (Job Number 09090101)

American Express Incentive Services (AEIS), a leading stored value card provider and an incentive industry leader, is currently seeking a talented and results-oriented Supervisor to join our Client Services team. Email respondents please include in your subject line job number 09090101.





BASIC PURPOSE:
This position provides leadership and guidance to the Client Support Specialists, Gift Cheque Specialist and Corporate Clients. Creates and maintains the department’s policies and procedure manuals and ensures staff compliance and adherence to performance measurements. Captures, analyzes, and reports on departmental performance metrics. System administrator for SalesLogix and in depth understanding of both Portico and Portico RM.



SCOPE:
Direct management responsibilities of non-exempt Client Support Specialists and Gift Cheque Specialist as well as temporary representatives as needed in support of inbound service calls, escalations, leads, and inbound inquiries via the Direct Mailbox (web).



REPORTING & WORKING RELATIONSHIPS:
Reports to Director, Client and Cardholder Services with close working relationships with Program Management, Sales Management, external clients and a variety of other AEIS and American Express employees.

PRIMARY RESPONSIBILITIES & STANDARDS:

% of Time:

Inbound Call ManagementDirects assigned staff in providing telephone support, through execution of operational procedures. Ensures accurate lead collection with specific attention to correct routing of leads. Ensures quality of the customer’s brand experience. Acts as a customer advocate. Ensure call management tools are used effectively. Handle escalated calls from internal and external clients.



25%

Training, Quality Assurance, Continuous Improvement ActivitiesPursues projects and activities necessary to facilitate an environment of continuous process improvement. Review, refine and manage all Client Support processes, ensuring that all processes are consistent and correct. Implement and maintain a formal call monitoring program to ensure accurate work and excellent customer service to improve productivity and quality. Reviews escalations for training opportunities and root cause analysis. Develop Client Support Training Programs and documentation, as needed. Responsible for training on GPP, DDU, Portico, Portico RM, SalesLogix and Echopass.



25%

Performance Management / Staffing ManagementResponsible for all aspects of day-to-day call flow and staff adherence to policies and procedures to ensure the meeting or exceeding of established performance measurements and service levels. Monitors overall workflow, ensuring all projects are completed on time, ensures quality and accuracy of client interactions. Scheduling - Use of staffing charts, call volumes, and appropriate management of PTO to minimize impact to customers. Manage SalesLogix ticket usage and SLA. Train new and existing employees on processes and tools. Incorporate seasonal employees into teams to meet call demand.


20%

ReportingConduct research and analysis on call trends and processes and report results. Analyze call and performance data for use by management, delivering metrics and reporting on lead distribution, inbound call volumes, quality, performance and productivity standards and measurements. Review internal team performance reports, explain variance to standards and recommend action plan to Manager.


10%

System AdministrationResponsible for SalesLogix system administration, to include setting up and establishing user profiles and ID. Troubleshooting user issues. Resetting passwords. Maintaining ticket tables. Responsible for Echopass system administration, to include setting up and establishing user profiles and ID. Responsible for establishing or reassigning skill sets in Echopass.


10%

People Management/DevelopmentResponsible for all aspects of department and staff management, including coaching for success / improvement, reward and recognition, and providing strong leadership to Direct Reports.

10%

Other:Management of projects and additional duties as assigned.

n/a


QUALIFICATIONS REQUIRED (minimum needed to begin in the job):BS or BA preferred - or equivalent relevant business experience considered 1+ years call center management and supervisory experience in an inbound service environment Excellent ability to motivate and develop employees Proven experience with telephony software, skills based routing, and call center staffing models Strong analytical skills required Excellent interpersonal communications skills Highly effective managing change, managing multiple priorities, and exercising sound judgment Possesses and displays a superior professional and technical competence and a strong client focus Skilled in dealing with clients in an expedient and professional manner, especially in difficult or stressful situations Project management experience Proven experience in diverse internal systems and system processing and problem resolution Proficient MSOffice, specifically Excel and Access


The incumbent is required to perform the above responsibilities with a positive attitude, an appropriate sense of teamwork, and a sharp focus on the customer service standards of excellence.

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS JOB. THEY ARE NOT INTENDED TO BE AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF INDIVIDUALS SO CLASSIFIED.