Cognizant is a large IT Consulting firm that leverages modern technologies to transform various businesses. The Customer Service Supervisor is an integral member of the Call Center organization leadership who will support the Call Center Manager and Inbound and Digital teams by providing day-to-day guidance and support through scheduling, communication, coaching, project management and functional excellence for Inbound Customer Service Representatives. The role will supervise the execution of all daily process tasks and management/resolution of escalated issues to ensure the rapid response to customer needs. This role will provide support for Digital growth, Inbound call center processes, and will be the liaison with all other PES departments and service providers (answering service and staffing) as well as overseeing end to end customer experience, looking for defects in areas of less consistent service.
Productivity & Quality
- Review the Inbound Scorecard daily to ensure productivity goals are achieved
- Ensure customer satisfaction for every customer through the review of completed call reports
- Flexible work schedule (Able to work nights, weekends and holidays)
- Courteous and timely response to customer requests ( internal / external)
- Ensure staffing supports call volume and prioritize project work to appropriately support business when calls are in queue
- Ensure optimal customer service; Responds to and proactively reduces consumer complaints
- Support Escalated Customer calls as needed
- Utilize sound judgment in customer and consumer issues and possible crisis management
- Facilitate decision making to drive efficiencies and productivity
- Continually evaluate systems and processes for enhancements or potential investments (AOP/SBP)
- Promote a well-controlled environment through the adherence and support of PBC control and GCS standards
- Maintain accurate GCS documents for Inbound process while adhering to and supporting the GCS standards
- Manage the inclement weather, emergency and disaster recovery processes for PES Inbound.
- Coach Senior Associates in tracking frontline attendance and optimal staffing
- Manage the FSV coupon process which includes weekly fulfillment, updating and ordering additional coupons and maintaining processes standards by following documented GCS controls and updating those controls with any process change
- Inbound team liaison with answering service and staffing service providers as well as all other PES Call Center departments, all field locations and the MPR to manage end to end service process, advocating for service experience from the customer’s perspective. 10%
- Provide daily analysis of staffing needs, utilizing reporting from eWFM and Genesys, and partner with the staffing vendor to ensure proper call coverage to deliver service level goal.
Department and Field Support
- Ensure Field Partners know and understand PES Processes and corresponding success measurements
- Manage late night and weekend coverage as well as oversight of late night and weekend customer experience for Inbound and Digital including third party service provider oversight.
- Project and Relationship Leader for Key PES initiatives. Lead peers in strategy sessions to develop Key AOP Initiatives, roundtable and Pulse action plans and other projects determined by continually evaluating systems and processes for enhancements or potential investments. Manage the project to completion within aligned timeline.
Coaching and Support
- Manage 17 to 28 Direct Reports
- Provide Territory Coordinator Team, Digital Team, and Inbound Team with daily coaching and support through the development of stretch goals, actions plans, and individual development plans. At minimum, Conduct 2 in office 1 on 1s with each direct report each period and provide creative problem solving and ensure best practice sharing during sessions; Complete call evaluations each period to ensure customer satisfaction for every PepsiCo customer.
- Develop meeting agendas and facilitate bi-monthly team meetings
- Drive department initiatives
- Ensure Senior Associates are aligned with Quality standards
- Facilitate new supervisor and territory coordinator onboarding and training
- Provide 3-way coaching with all Inbound Associate Supervisors (L06) to ensure consistency in the aligned department coaching process and provide impartial feedback from the coaching sessions to the Inbound Senior Manager.
Cost
- Ensure team headcount and cost targets are achieved through schedule adherence, EWOP and efficient use of resources
- Achieve annual cost plan within PES budget range
Desired Qualifications / Requirements
- Minimum of three years of People Management experience
- 2-5 years’ experience in a Call Center
- Strong leadership skills and proven ability to coach & manage non-exempt employees
- Utilize sound judgment in customer and consumer issues and possible crisis management
- Demonstrates the ability to analyze large amounts of data and make logical decisions quickly and accurately
- Ability to develop and manage multiple projects simultaneously
- Demonstrates the ability to link customer requirements and financial acumen to decision process to achieve the highest degree of service with the lowest cost
- Strong Influence Management Skills
- Lead/participate in continuous improvement sessions
- Must be able to work any schedule in a 16 hour per day operation, 365 days per year
- Strong Communication skills (written and oral)
- High attention to detail and excellent organization
- Advanced in Microsoft Word, Power Point and Excel
- Outstanding project management skills
- Strong process improvement skills
- 4-year Undergraduate Degree (Bachelor's)
- Strong systems/computer skills; SAP/Large Enterprise software experience
- Home office application and infrastructure knowledge required
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.