Centralized Customer Service Supervisor

Statement of the Position:

The Centralized Customer Service Supervisor position is responsible for maintaining effective customer service for all centralized customer service functions. This role provides operational leadership for Centralized Customer Service Specialists (CCSS) within our centralized call center teams. Works in partnership with Divisional Vice Presidents, Regional Area Directors, Area Funding Directors, Area Managers and Branch Leadership to support customer service outcomes within NSM branches and improving the experience of our clients and callers. Ensures all CCSS operational procedures are completed with excellence and in accordance with company policy.

Company Description:

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs.

Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve. Located in more than 40 states, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

We are looking to grow our enthusiastic and engaged team at NSM. Submit your resume and join a group of enthusiastic professionals dedicated to changing lives.

Duties and Responsibilities

1.      Team Leadership and Coaching

·       Lead and motivate the CCSS team to meet individual and team performance goals.

·       Conduct regular 1:1 meetings to provide feedback, review call scores, and address performance trends.

·       Foster a supportive and engaging team culture through mentorship and recognition.

2.      Daily Operations Support

·       Monitor adherence to break schedules and adjust as needed to meet service-level agreements (SLAs) during peak times or high call volumes.

·       Provide real-time support during high call volumes or escalations to maintain service standards.

·       Assist agents with troubleshooting system issues or navigating processes.

3.      Training and Development

·       Support onboarding and mentoring for new agents, providing guidance and feedback throughout their integration.

·       Foster a positive work environment through regular recognition, team-building initiatives, and open communication.

4.      Process Improvement Collaboration

·       Track and document trends on performance data and audits to recommend operational improvements.

·       Participate in regular process review meetings with the CCS Manager to refine workflows and implement enhancements.

·       Ensure team performance aligns with key metrics, such as SLA adherence, call resolution rates, and customer satisfaction (CSAT).

5.      Administrative Oversight:

·       Maintain and update departmental resources, including FAQs, training materials, and scripts, in collaboration with the CCSS Manager.

·       Document all performance events, coaching sessions, and communications with agents using the Smartsheet tools provided.

·       Ensure the Client Care Huddle Excel Sheet is updated daily to reflect team assignments, goals, and progress.

6.      Reporting and Data Insights:

·       Prepare weekly performance summaries for the CCS Manager, highlighting team-level trends and notable achievements or concerns.

·       Track key metrics to ensure alignment with departmental goals.

·       Provide actionable insights from performance metrics to help the team meet service-level agreements (SLAs).

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit and use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.

Required Education, Experience & Competencies:

·       College Degree or 2–4 years of leadership experience, preferably within a call center environment.

·       Minimum of 1 year experience in a call center environment.

·       Experience in inside sales is preferred.

·       Proficient in Excel, Word, Outlook, and PowerPoint.

·       Highly proficient in all NSM applications including Mobility Advisor, Microsoft BI, Fuze and Press Ganey

·       High Communication Proficiency – Both Written and Verbal.

·       Customer/Client Focus – Sets the bar for customer service.

·       Demonstrates elevated level of critical thinking.

·       Strong Decision-making ability.

·       Strong Problem Solving/Analysis – To include data analysis.

Additional Notes:

This role will continue to evolve as the department grows. The supervisor will play a key part in shaping future processes, providing insights into trends, and ensuring the team meets evolving business needs.