Contact Center Supervisor - Hoboken New Jersey

Company: KBR, Inc
Location: Hoboken, New Jersey
Posted On: 01/28/2025

Contact Center Supervisor page is loadedContact Center SupervisorApply locations Remote - U.S. time type Full time posted on Posted 4 Days Ago job requisition id R2100700Title: Contact Center SupervisorHomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we're defining tomorrow's challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform.Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration.About the Role:NOTE: Openings are Day Shift Sunday thru Thursday or Tuesday thru Saturday (10am to 7pm) / Business as usual days, nights, weekends and holidays. Position requires some shift flexibility w/ notice as business needs arise.HomeSafe Alliance is looking for a highly skilled and motivated Customer Care Supervisor to provide support to the Customer Service Team. The Customer Service Supervisor will oversee and help customer service employees in performing their duties, such as responding to customer inquiries and resolving issues or complaints. You will support Customer Care staff as they are initiating, coordinating, and responding to all customer service-related matters for each move with a goal of providing exceptional quality and service.Position Responsibilities:

• The environment is fast-paced and results-oriented. While there is urgency to goal achievement, responsibility for the achievement of results needs to be shared and effectively delegated when necessary.
• Initiating projects and processes beyond established organization practices will often require training and developing others.
• A self-confident, extroverted style that can enliven, engage, and positively affect individuals and groups is essential.
• Daily monitoring of inbound calls/chats/emails from customers via dashboards.
• Leads by example, and functions as subject matter expert, serves as a point of escalation for complex calls.
• Ensure staff uses the service excellence model to deepen connections and better understand others' needs.
• Tracks progress, monitors team members' tasks, and attendance and ensures deadlines are met.
• Ensure a complete record of all contacts is kept in the relevant systems.
• Continually keep a working knowledge of all services and requirements for processing customer orders.
• May function as a designated representative for designated accounts.
• Attend and take part in all team meetings.Qualifications and Skill Requirements:
  • High school diploma, GED, or equivalent required, Undergraduate degree or equivalent experience preferred.
  • 2+ years minimum in a leadership role and/or earlier supervisory experience with military or relocation move experience preferred.
  • Must be a U.S. citizen due to contractual requirements.
  • Employee provided high speed internet is required.
  • Preferred experience working in a multi-channel contact center environment remotely.
  • Manage multiple priorities, with the ability to work in a demanding environment.
  • Ability to manage difficult customers and situations.
  • Strong and effective organizational, multi-tasking, and prioritizing skills.
  • Excellent written & verbal communication skills, patience, and empathy.Additional Preferred Qualifications:
    • Bilingual
    • Prior HHG military move management experience.
    • Experience using NICE CXone.
    • Schedule flexibility: Customer Care operates 24 hours per day x 365 days per year; nights, weekends and holidays required.Note: This position is fully remote / work from home. HomeSafe will supply appropriate needed equipment.Inclusion and Diversity at HomeSafe Alliance:At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. We understand that by embracing individual differences and working together, we are more innovative, more resilient, and safer.Benefits:
      • Medical, Dental and Vision Insurance.
      • Paid time off (PTO) - Three weeks of PTO for newly hired employees.
      • 401(k)
      • Health and Wellness Programs
      • Disability, Life and AD&D insurance
      • Employee Support program
      • Family Support: Bright Horizons, child and elder care services
      • Teladoc Medical Experts, second opinion programHomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
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