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Account Supervisor Trainer
Location: TX, US, 79936
Category: General Management
Travel: Up to 25%
Job Title: Account Supervisor/Trainer (2)
Reports to: Sr. Account Manager Job Category: Exempt
Schedule: Anywhere between the hours of 6:00am-6:00pm Monday-Friday. Flexible to work outside core hours.
- Summary: At the program or client brand level, manages the tactical, day to day aspects of multichannel customer engagement. This position has primary responsibility for to ensure successful operations and performance to client expectations including associate performance, policy adherence and continual process refinement, meeting or exceeding both C3i Solutions and client goals and objectives. Develop and facilitate training materials for designated client to include: internal and client utilized applications, product knowledge. This includes, but is not limited to, training manuals, handouts, and visual aids to support classroom instruction. Update course curriculum as needed. Schedule training classes in coordination with staffing schedules and with minimal impact on operations. Co-facilitate remotely.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Leads the program as the SME, including product knowledge and elevated contact issues, and as the product, service and associate champion.
- Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements.
- Initiates partnership with internal departments to develop and implement program specific plans for the team or individuals; assists with program training, quality monitoring, financial reviews and program reporting.
- Continually monitors overall volume and scope of work to ensure appropriately resources are in place to achieve contractual obligations
- Utilizes independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and workstreams. Recommends and implements operational improvements.
- Develops and maintains a strong partnership with appropriate client representatives and internal business partners to contribute to long term collaboration.
- Proactively develops a culture of inclusiveness and positive associate relations, developing reward, recognition and incentive programs, assigns and directs work, appraises performance and manages talent.
- Responds to and complies with any investigations, audits, periodic reviews and complies with all C3i Solutions and client SOPs.
- Interviews and trains associates, maintains program-related job aids, and internal and external communications.
- Ensures that all C3i Solutions-related administrative forms and reports are completed, including but not limited to payroll, associate time-tracking and attendance and project results..
- Ability to travel to remote client sites (Hyderabad, India) as necessary.
Supervisory Responsibilities Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, develop and facilitate curriculum, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems.
Job Specifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Minimum of a high school diploma or general education degree (GED); Requirement of a minimum of one (1) to two (2) years of facilitating and development training, supervising or managing functions and personnel, preferably in a contact center environment.
Language Skills Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids. Ability to write routine correspondence. Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person.
Reasoning Ability
Ability to define problems, collects data, establish facts, identify trends and draw valid conclusions.
Computer/Technical Skills
Previous contact center leadership experience. Automotive/tire experience a plus. Proficiency with Windows-based applications within a network environment. Proven ability to comprehend new systems and technologies.
Other Skills and Abilities
Ability to manage difficult, irate or emotional situations while maintaining composure; ability to multi-task; excellent time and process management skills; project management skills; ability to handle conflict and balance the needs of the program and the team; demonstrates strong leadership skills. Self motivated individual who has the ability to motivate others, focus on business goals, understands the need, focus and hi priority to meet business demands.
Other Qualifications This position may require participation in and possible travel to training sessions, off-site events, and client locations.
Leadership Standards/C3i Solutions Values: To perform the job successfully, an individual should demonstrate the following competencies:
Leadership Standards:
Shape Strategy: Communicate strategy, objectives and priorities aligned with organizational objectives; organize and prioritize work to support key processes and goals.
Champion Change: Display innovative ideas and solutions; engage key stakeholders in change management; model flexibility and adaptability.
Optimize Operations: Support tasks and functions that add value, and eliminate those that do not. Continual process improvement.
Collaborate: Actively listen and confirm understanding of differing perspectives. Surface conflict and productively resolve it. Work together to achieve the common goals.
Communicate Candidly: Clearly convey key messages; recognize when miscommunication has occurred and act to correct it; integrate C3i Solutions values. Hold crucial conversations.
Build Talent: Accurately assess strengths and weaknesses. Through coaching, provide candid, constructive feedback; improve team effectiveness. Inspire and reward excellence in performance. Develop associates to reach their potential. Make tough decisions when necessary.
Achieve Results: Set high standards of performance; leverage opportunities and overcome obstacles; allocate resources appropriately and consistently monitor progress. Hold ourselves and each other accountable for achieving results.
Make Sound Business Decisions: Decisions demonstrate knowledge of the impact of my actions on C3i Solutions's overall performance and strategy. Demonstrate empowerment and accountability in making timely decisions, with conviction of purpose.
Deliver Customer Value: Foster and demonstrate a focus on customer/stakeholder value.
C3i Solutions Values:
Integrity: C3i Solutions associates will always try to do the right thing. We are honest and straightforward with each other. We uphold the values and principles of C3i Solutions in every action and decision. We are data-based and intellectually honest in advocating proposals cluding recognizing risk.
Collaboration: We respect C3i Solutions colleagues and treat everyone as we want to be treated. We have confidence in each otherapabilities and intentions. We believe that people work best when there is a foundation of trust. We work toward a win/win solution as a team ross departmental lines ing what is right for all stakeholders.
Accountability and Empowerment: We all strive to be business owners, taking appropriate action, controlling our work and making decisions. We treat the companyssets as our own, always with our long term success in mind. We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.
Passion: We are all determined to be the best at doing what matters most. We have a healthy dissatisfaction with the status quo. We have the utmost desire to improve and to win in the marketplace.
Innovation: We place great value on Innovations and creating quality services that meet the long term needs and wants of our clients. We challenge convention and seek to reinvent the way we do business to excel in the marketplace and achieve superior results for our clients.
Courage: We have the strength to do what is right, even in the face of personal or professional adversity. We are willing to take calculated risks in search of excellence, and we seek to learn from both failures and successes to help ourselves and C3i Solutions improve on an ongoing basis.
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that an Associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Associate is regularly required to sit, talk and hear. The Associate must occasionally lift and/or move up to 10 pounds.
The noise level in the work environment is usually moderate.
C3iSolutions is an Equal Opportunity Employer E, M/F, D/V
Nearest Major Market: El Paso
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