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Supv Contact Center Solutions I

Harland Clarke Salt Lake City ,UT
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 Team Development:  Monitor and direct the development of the team.  Plan, organize, and facilitate onboarding time with new specialists.  Prepare and deliver performance appraisals, including individual development plans (IDPs) and assigned learning activities.  Manage Contractor performance with Staffing Agencies/Progression Documentation.  Mentor team members for future growth and opportunities 25%

  • Team Management:  Manage and research team schedule Exceptions, compliance and unaccounted shrinkage.  Support center efforts to manage Service Levels.  Plan for and execute team meetings.  Administer and provide oversight for team Recognition.  Lead the center on weekend rotations and on call.  Coordinate with Manager and Human Resources to document and deliver Employee Discussions and Corrective Actions up to and including terminations for productivity, quality, and attendance.  Encourage team member participation in company programs, i.e. United Way and other community involvement 20%
  • Other:  Lead or actively participate in the following meetings (Daily huddles, Team Meetings, Section Meetings, Leadership Meetings, Calibrations, etc.).  Take segment calls as needed or when required.  Participate in project teams (performance recognition, community involvement, etc.).  Enter and/or submit documentation for IT tickets to include research, troubleshooting, attending bridge lines, testing.  Administer client systems on Marketing Solutions programs as needed (password resets, etc.).  Participate in client interaction opportunities as invited (tours, calibrations, etc.).  Support staffing requirements on Marketing Solutions programs as needed.  Other duties as assigned 15%

 
EDUCATION

  • Minimum of 2 years of college or equivalent work experience
  • Proficient in MS Office Software

 

EXPERIENCE

  • Two plus years of supervisory experience preferred
  • Three or more years of contact center experience preferred

 

KNOWLEDGE/SKILLS/ABILITIES

  • Professional demeanor, work ethic, energy, and drive
  • Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment
  • Superior interpersonal, written, and verbal communication skills
  • Ability to handle stressful situations in a positive manner
  • Strong analytical skills and problem solving abilities
  • Strong Leadership and team working skills
  • Effective at coaching and delivering feedback
  • Willingness to develop staff
  • Capable of handling conflict resolution in a positive manner
  • Flexibility to adjust to a quickly changing and fast pace environment
  • Strong Organizational skills
  • Critical thinking skills
  • Presentation skills
  • Ability to work flexible schedules and weekends based on business needs as determined by the Center Manager and Director

  

COMMUNICATION AND CONTACTS

This position may include contact with various company personnel including: · Internal Harland Clarke processes; External clients, customers, and suppliers 

 

DECISION MAKING

Decisions are guided by policies procedures and business plan; receives guidance and oversight from manager. 

 

OTHER

Supervisory Responsibilities:   Directly supervise a team of between 15 – 25 Customer Care Specialists

Company Description
Harland Clarke is a leading provider of quality payment solutions, multi-channel marketing campaigns, and secure data-driven lead generation programs. We help organizations connect with their customers how, when and where it matters throughout the entire relationship life cycle. Our Payment and Marketing Services drive customer engagement in every relevant way across channels to increase acquisition, improve activation, deepen relationships and retain them for the long term.
Our 140 year old company serves multiple industries including financial, insurance and investment services, big-box retailing, accounting software, commercial, direct selling associations, and franchising. Our clients range in size from major corporate brands and trade groups to small businesses and individual consumers.

BUILD your career. LIVE your passion. CREATE our future.

For more information, visit www.harlandclarke.com or follow Harland Clarke on LinkedIn and on Twitter @HarlandClarke

Harland Clarke

Why Work Here?

Great shifts! Great competitive starting pay! Great people to work with!

Harland Clarke is a leading provider of quality payment solutions, multi-channel marketing campaigns, and secure data-driven lead generation programs. We help organizations connect with their customers how, when and where it matters throughout the entire relationship life cycle. Our Payment and Marketing Services drive customer engagement in every relevant way across channels to increase acquisition, improve activation, deepen relationships and retain them for the long term. Our 140 year old company serves multiple industries including financial, insurance and investment services, big-box retailing, accounting software, commercial, direct selling associations, and franchising. Our clients range in size from major corporate brands and trade groups to small businesses and individual consumers. BUILD your career. LIVE your passion. CREATE our future. For more information, visit www.harlandclarke.com and follow Harland Clarke on Facebook, LinkedIn and on Twitter

Address

Salt Lake City, UT
USA

Website