Summary

The Customer Service Training Supervisor is responsible for supervising operations within the department, including reconciling customer accounts and ensuring equal distribution of work volume among the staff, to provide all YTC customers with timely and courteous service. The Training Supervisor will be required to create and maintain a streamlined training program for onboarding and current employee processes, protocols, and procedures.

Responsibilities

• Coach and develop Customer Service Account Specialists through frequent check-ins, consistent communication, and constructive feedback.
• Train and instruct newly hired and existing employees on department operations while demonstrating work procedures and company policies.
• Partner with management on completing and delivering annual performance reviews for Account Specialists.
• Ensure Customer Service Account Specialists are well-prepared to deliver exceptional service by providing training on service delivery and interpersonal communication
• Audit and evaluate calls to ensure department staff are always providing exceptional customer service aligned with company policies.
• Work with manager and team Supervisors to design a comprehensive training program.
• Create role playing scenarios that reflect real-world scenarios
• Plan and develop improved processes within the department.
• Responsible for managing key accounts as assigned. 
• Make recommendations to management concerning staff and departmental improvements.
• Assist team in prioritizing and creating daily tasks as well as department special projects.
• Oversee Account Specialists management of all assigned accounts.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations.
• Coordinate quarterly staff meeting agenda to include ice breakers and agent calls for discussion.
• Consistently provide manager with training feedback, updates, and feedback.
• Monitor existing reports to initiate improvements and updates when necessary. 
• Review relevant policies and procedures periodically to provide management recommendations for improvement.
• Assist HR and management team in making hiring and termination decisions upon request.

Knowledge and Skills

• Effective communication (written and verbal) skills
• Proven track record of superior customer service alongside excellent judgment and critical decision making
• Proven track record of ability to handle high call volume with excellent performance levels
• Must have the ability to act independently, anticipate customer needs, and analyze & solve problems effectively and efficiently
• Must be proficient in the Microsoft Office Suite with an emphasis on Word, Excel and Access
• Must be proficient in Oracle and Oracle Business Intelligence
• Working knowledge of SAP required
• Sales Force knowledge is preferred
• Ability to plan and manage multiple projects with strong attention to detail
• Strong team player and ability to interact professionally with internal and external customers
• Ability to lead both on-site and remote employees

Education and Experience

• Bachelor’s degree highly preferred
• Minimum of 10 years of experience in customer service and/or call center environment
• Minimum 5 years of training background
• Experience within the Tire industry with product knowledge preferred

Physical Requirements

• Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer.
• Ability to repeat motions that include the wrists, hands and/or fingers
• Must be able to occasionally lift and or move up to 20 pounds