Customer Care Experience Quality Assurance / Control Supervisor

Company: Blue Ridge Communications

Hybrid WFH Shift: Monday-Friday, 9AM-6PM

Pencor and its subsidiaries are Equal Opportunity Employers

Our Customer Care Quality Assurance/Control Supervisors are expected to travel to our Contact Centers based on business need. Occasional travel may be expected for in-person leadership functions and training.  

Our passion at Blue Ridge is to keep our community connected through reliable High-Speed Internet (with HomeFi), Blue Ridge Mobile, Home Phone, and Video (Stream & Live TV) Technology.  Servicing Northeastern Pennsylvania and New York, we work hard every day to connect our customers to the people, places, and things that matter the most in their lives.

We are currently seeking a Customer Experience Quality Assurance/Control Supervisor to assist us in developing and supporting and our Quality team through multiple channels.  In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience, as well as agent accuracy and monitoring performance. We are looking for our candidate to have a collaborative approach and a business mindset. Quick learning and strong work ethic will be required.

Our ideal candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations and provide feedback to agents and leadership for coaching purposes.  The position requires the skill and personality to respectfully care for our valued teams, while keeping our company’s policies and guidelines in perspective.  It is essential to have good listening and communication skills while staying approachable to ensure a comfortable experience for our customers and teams. Writing style will need to adhere to our company tone and brand standards. The right candidate will have a humble yet goal-oriented nature ready to learn a variety of skills and platforms, to be successful in a busy contact center environment. We are seeking an individual that has a service mentality and is excited to partner with peers and leaders to create new solutions.  This candidate will join leadership meetings to assist in reporting on error and escalation trends. The position also requires monthly and weekly reports, along with individual agent feedback to be provided within required deadlines to ensure coaching and commissions are completed in a timely manner.

Our Quality Team is diverse and upholds a personality that is fun, caring, approachable and yet practical to deliver results.  Our brand promise is, “To Deliver a Trusted and Valued Connection – Always!”   Our culture is rich with learning and growth opportunities. We provide frequent coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals.  We are seeking dependability from our leaders, with the ability to be flexible with your schedule on an as needed basis, including weekends and holidays.  Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement and employee referral program.

Responsibilities:

• Embrace our core values and consistently lead by example
• Create an environment that encourages continual learning and development
• Monitor the activities of representatives supporting our customers and customer care teams
• Assist with evaluating representatives job performance and provide timely feedback
• Ensure adherence to proper processes and procedures
• Create expectations, provide formal and informal coaching and recognize success
• Communicate with the team on a daily basis
• Coach representatives to build problem-solving skills and work independently
• Interact with customers on an as-needed basis, handling escalated customer situations
• Address any performance issues in a timely manner with management
• Communicate and escalate with internal teams and external vendors 
• Department scheduling and payroll
• Collaborate with leadership and other department’s to meet evolving needs of our business
• Process time off request, call outs and overtime request
• Oversee inventory management - including ordering new supplies when needed
• Train employees on company policies and procedures
• Manage employee’s performance by providing feedback, coaching and counseling when necessary
• Conduct employee performance appraisals to ensure they meet company standard
• Conduct interviews to identify talent to bring into our organization
• Ensure agents are held to expectations of job duties and performance
• Other duties as assigned

Qualifications:

• High School Diploma or G.E.D
• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Previous leadership experience preferred
• Excellent understanding of order entry processes (once in role, candidate is required to learn ICOMS processes if they are not already proficient)
• Willingness to work as part of a team
• Strong Computer Skills to include Microsoft Office Programs and Outlook
• Excellent Communications Skills – Oral and Written
• Conflict Resolution Skills
• Strong Time Management and Organizational Skills
• Ability to multitask in a fast-paced environment while adapting changes
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes which display innovation
• Ability to work overtime or adjust work schedule when necessary
• Ability to portray a professional, courteous and friendly demeanor at all times