Position Summary:

The CEX Onboarding Supervisor acts as a liaison between the CEX Training Team and the CEX Leadership and Supervisor Team. They assist in leading and developing a team of Client Care Specialists by delivering consistent coaching, feedback, training, and hands on experience. The CEX Onboarding Supervisor will implement, coach, and provide feedback to CEX teams on SOPs, knowledge base information and established best practices. This Supervisor will follow each trainee from their start date through the first 60 days of employment, assisting to ensure a thorough understanding of ClearCaptions processes and procedures.

This is a Remote/ Work from Home position reporting to the CEX Training Manager

What you will do:

• Supervise and develop a New Hire team of front-line Client Care Specialists (CCS) during their first 60 days of employment.
• Help assimilate new hires as a direct resource and support during their initial training experience and within their first 60 days of employment by participating in the group training sessions.
• Establish clear expectations for agent performance to include performance metrics, company values, and policies and procedures
• Monitor performance by conducting live monitor sessions and real time coaching.
• Provide weekly 1:1 coaching with each team member to assess performance and areas of progress or concern.
• Analyze reporting to identify performance trends and opportunities for improvement.
• Act as the liaison with the CEX Leadership team to communicate, implement and support process changes impacting CCS agents. Collaborate with the CEX Supervisor team to ensure accurate and consistent processes are being implemented in alignment to established practices.
• Provide detailed reports and feedback to both trainees and direct supervisors for action plans and follow up.
• Focus on continuous improvement in training processes to adjust to business needs to identify gaps, opportunities and recommend solutions in partnership with CEX Leadership team.
• Assist training team in updating and maintaining Knowledge articles within Salesforce with appropriate process changes.
• Support change management initiatives to help agents adapt to change as appropriate.
• Assist with ongoing front-line training in other areas of the department as needed.
• Provide workforce management and scheduling oversight to the team, maintaining assigned team’s attendance and payroll records.
• Ensure compliance guidelines and other processes and procedures are followed.
• Make recommendations for additional training or support if necessary for CCS agents.
• Emphasize the importance of delivering exceptional customer experiences in all training activities.
• Teach best practices for customer interactions, problem resolution, and communication.
• Perform other related duties as assigned.

The kind of people we look for: 

Qualifications:

• High School Diploma or GED Required.  
• Bachelor’s degree in Business Administration, Education or a related field preferred
• 2+ years of leadership experience.
• 2-3 years of experience in customer service or call center environment, preferably in a technology based environment.
• 2-3 years of experience in training or coaching in a customer service or call center environment, preferably in a technology-based environment. 
• Ability to display empathy and outstanding leadership skills that motivate trainees to focus their energy on achieving business goals. 
• Ability to identify, coach, and measure critical core skills and essential performance metrics for the team.
• Ability to influence and communicate with all levels of professionals.
• Excellent verbal and written communication skills, presentation, and problem-solving skills. 
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. 
• Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.  

• Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams) 

Physical Demands:  

Employees may experience the following physical demands for extended periods of time:    

• Sitting, standing, and walking (95-100%)     
• Keyboarding (70-90%)     
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)   

Work Environment:

100% Remote: Work environment is at home.