Work from Home - Raleigh, NC (REQUIRED: Must live within NC)

The AKC Reunite Contact Center is an omni-channel contact center operating 24/7/365, that handles inbound /outbound calls, emails, fax, SMS, third party partner and social media inquiries. Contacts are directed through a cloud platform and reports/orders managed through our custom database. The Supervisor is responsible for proactively and effectively utilizing the cloud platform tools to manage the Contact Center staff to support performance standards. The Supervisor has the responsibility to ensure the accurate and efficient handling of customer contacts in a courteous, cooperative and professional manner. The Supervisor will also ensure that Contact Center staff meets the performance standards and expectations of AKC Reunite. Customer contacts are largely centered-around recoveries of lost and found animals, tag/collar orders and microchip enrollments. The Supervisor must be able to resolve order, enrollment and online record issues.

*Must be able to work evenings and weekends (holidays as needed) to support the 24/7/365 Contact Center.

Primary Job Duties

• Oversees a cloud-based Omnichannel Call Center to produce accurate, efficient, and timely handling of all customer inquiries. Customer inquiries may come through several different channels including: phone, email, fax, SMS or social media. Authorizes responses that are consistent, uniform, and in support of AKC Reunite policy.
• Continuously strives to improve customer satisfaction and develop customer credibility. Focuses on anticipating customer needs and being proactive with prepared replies and solutions. Handles escalated calls as appropriate.
• Assists Director with setting direction regarding performance management; staff development; and establishing and accomplishing goals, objectives, and priorities. Develops plan, tracks progress, and verifies completion.
• Prepares performance appraisals of Call Center staff and recommends salary increases as appropriate. 
• Uses workforce management tools through the phone solution and creative alternatives to maintain optimum staffing for Call Center.
• Stays aware of new trends in technology that will enhance call center service productivity and efficiency. Proposes changes when appropriate.
• Assists in developing, updating, and facilitating training programs for all Call Center Representatives, both initial training and ongoing. Provides ongoing training and development of staff and recognizes high potential employees. Assists with initial screening of applicant pool of Representatives for quick hire. 
• Works with AKC departments and affiliates regarding issues/problems generating customer inquiries. Promotes cooperation and exchange of necessary information between departments.
• Ensures timely implementation of changes and incorporates updates in Call Center procedure manuals and training materials, if applicable.
• Provides counsel to all staff regarding resolution of difficult, unusual, or non-standard enrollment or online records issues. Intervenes when appropriate. When applicable refer issues to the Director. 
• Reviews/Monitors contacts and provides coaching to team members on performance
• Supervisor will need to have flexibility with changing policies, procedures and work schedules

Required Skills, Specialized Knowledge and Competency Requirements

• 3 yrs Management experience in a Customer Service Contact Center
• Ability to work evenings and weekends (holidays as needed) to support the 24/7/365 Contact Center.
• Ability to multi-task using a variety of computer programs, cloud-based telephony contact center programs, MS Office and the Internet.
• Excellent communication skills, both verbal and written, are necessary along with the ability to work with all types of people and situations.
• Must be able to lead and motivate staff to achieve high results. Ability to create a team environment and use resources appropriately.
• Ability to utilize workforce management tools to efficiently skill/deskill team members and manage staff to provide a high level of customer service while meeting AKC Reunite's goals.