Xerox Customer Care Supervisor - Bolingbrook, IL in Bolingbrook, Illinois

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

This position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image. Significant skills interviewing, coaching, conflict resolution and negotiation, planning, staffing and hiring is required.

Flexible schedule- Call Center is open 365 x 7 from 8:00a – 11:00p CST and must be prepared to work one or both weekend days.

Requirements:

  • 1 year of Supervisory or Team Lead experience; preferably in a call center environment

  • Proficient in Windows environment

  • Flexible schedule a must- chat center is open 365 x 7, 8:00a – 11:00p CST and willing to work both weekend days when needed

  • Strong customer service experience highly beneficial

  • Skilled in de-escalating irate customers

  • Able to exude empathy; able to relate to employees and customer to gain their trust

  • Ability to work independently, as well as in a team environment, to accomplish a common goal

  • Must be able to effectively communicate (both verbally and in written form)

  • Demonstrated strong analytical skills

  • Strong interpersonal skills

  • Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities

  • Ability to facilitate change within the organization in a positive manner

  • Ability to effectively communicate with various positions in remote centers and departments as needed

  • Proven ability to drive performance and results in a fast-paced

Responsibilities

  • Ensure that representatives are resolving all customer needs

  • Ensure all Client quality demands are met and exceeded

  • Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by Xerox and the Client

  • Uphold all quality and compliance standards

  • Analyze data to identify performance trends as well as root causes of quality issues

  • Determine drivers of good/bad performance and create solutions for improvement

  • Ensure compliance procedures upheld

  • Handle customer follow ups and escalation calls to assist callers in resolving any unresolved issues

  • Perform quality monitoring and coach assigned team members to attain internal and external key performance indicators

  • Educate, motivate, lead, guide, and direct all assigned representatives to reach their highest potential both in terms of service metrics and career goals

  • Monitor and track assigned employees for progress against internal and external objectives

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Customer Care

Organization: CC-MD1-North America

Title: Customer Care Supervisor - Bolingbrook, IL

Location: Illinois-Bolingbrook

Requisition ID: 16031707

Virtual/work from home? No