Supervisor, Safety - Customer Service Delivery

About This RoleAI processing…

Key Responsibilities

• 1
  Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
• 2
  Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
• 3
  Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
• 4
  Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
• 5
  Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
• 6
  Manage both specialist and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
• 7
  Share input and recommendations about service target setting.
• 8
  Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required.
• 9
  Own and manage end-to-end people strategy and operations within your specialist team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• 10
  Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
• 11
  Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
• 12
  Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
• 13
  Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
• 14
  Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

Requirements

• Good leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes
• Ability to cascade with context and lead your team through changes
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Perks & Benefits