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Customer Service Supervisor (Member Advocate Center)

Affinity Development Group Reno ,NV
  • Posted: over a month ago
  • Full-Time
  • Benefits: vision, 401k, dental, life_insurance, medical
Job Description

SUMMARY:

The Member Advocate Supervisor is responsible for leading and coaching Member Advocates by acting as an encouraging role model.  This role identifies strengths, weaknesses, provide solutions, inspires agents to do better by clearly communicating the department’s goals and expectations, and ensures quality service for all programs.  The Supervisor will provide Manager(s) with trends and feedback to improve overall operations and is responsible for maintaining an open communication line between Member Advocates and Call Center Management.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Coach Member Advocates as needed: prepare scorecards, interpret feedback provided by other departments, and manage overall performance goals to ensure departmental goals are met
  • Ensure all requests are processed accurately and in a timely manner
  • Ensure all department assignments (voice mail, Callbacks, special projects) are completed and logged
  • Participates in Recruiting of new Member Advocates
  • Responsible for Performance reviews of Member Advocates according to ADG’s review process
  • Monitor Member Advocates timesheets, vacation time, and sick time to ensure accuracy and timely processing
  • Participate actively in the Member Advocate quality process
  • Monitor Member Advocates’ attendance, adherence to schedule, shrinkage, and utilization
  • May be required to supervise Member Advocates on weekends
  • Meet with Team monthly to discuss team statistics and overall departmental issues/concerns
  • Gather and interpret numerous reports and data from multiple resources
  • Format, update and distribute procedures and scripts as required by Management
  • Work closely with Management daily to keep manager(s) informed of trends and developments affecting the Member Advocate Service Center
  • May be required to take calls during peak times
  • May be required to back up LOD as required
  • With direction from Management, train LOD and provide additional support
  • Provide Promotions overflow support
  • Create rotation schedule monthly for special assignments
  • With input from Management, communicate a daily tactical Service Level Plan
  • Troubleshoot technical or procedural issues that arise for Member Advocates and report to the ADG Helpdesk as required
  • Provide reporting as required by the business
  • Other duties as assigned

JOB EXPERIENCE/REQUIREMENTS: 

  • Minimum of 5 years Contact center experience with 3 years in a Supervisory role
  • Flexible Hours; must be willing to work weekends
  • Positive attitude, with excellent leadership skills
  • Superior verbal and written communication skills
  • Good work ethic, takes initiative and strong attention to detail
  • Proficient in MS Office – Outlook, Word, and Excel
  • Ability to troubleshoot complex problems of a procedural or technical nature
  • Ability to motivate to improve overall performance of advocates
  • Ability to coach and develop advocates’ skills to attain greater success
  • Ability to define and correct areas needing improvement
  • Experience with PCs, Windows, and databases

 

Company Description
Affinity Development Group (ADG) specializes in developing automotive affinity programs for major brands, like Costco Wholesale and Navy Federal Credit Union.
With Headquarters based in San Diego, CA, ADG provides marketing, sales and operational services to assist its partners in growing and developing their consumer base.

Affinity Development Group

Why Work Here?

If you are interested in working for a Company that values their employees, clients and members, then this is the place for you.

Affinity Development Group (ADG) specializes in developing automotive affinity programs for major brands, like Costco Wholesale and Navy Federal Credit Union. With Headquarters based in San Diego, CA, ADG provides marketing, sales and operational services to assist its partners in growing and developing their consumer base.

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