Customer Care Supervisor

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

As a key member of the Contact Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.

• →Supervise agent personnel including hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
   Track and measure individual and team productivity and quality results
   Drive improvements in overall service levels, transactional efficiencies & cost management
• →Provide assistance and/or on-the-job training to direct reports
• →Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
• →Ensure adherence to company policies
• →Manage and motivate Contact Center staff to meet performance goals
• →Analyze and verify agent knowledge level
• →Supervise agent personnel
• →Build relationships with agents; establish rapport, trust and credibility.
• →Adopt and develop a management style of engagement, professionalism and openness.
• →Work with Operations Manager to align with operational account goals
• →Work closely with other Supervisors to create positive and motivating work environment
• →Work closely with supporting Departments (Recruiting, HR, BI, Technology, WFM) to partner on achieving internal and client goals
• →Collaborate with client Services team to develop and maintain relationships

• Must commute to onsite office location for work in Greenville, South Carolina
• High School Degree or equivalent
• Thorough knowledge of Contact Center operations
• Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
• Demonstrated ability to interact with peers, senior management and other departments in a professional manner
• Strong organizational, leadership and interpersonal management skills
• Demonstrated communication skills both written and verbal
• Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
• Ability to work in a dynamic fast paced atmosphere
• Ability to coordinate activities or tasks of people and groups
• Ability to maintain confidentiality
• Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
• Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
• Ability to take instructions from management and ensure follow up
• Solid understanding of computer basics (Windows, Operating Systems and the Internet)