Customer Service Supervisor

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Responsibilities:

• Responsible for overseeing day to day activities of customer service operations in facility.
• Assumes People Leadership Responsibilities inclusive of: Time & Attendance Management; Team Development & Effectiveness; & Employee Engagement and Creating a Positive Employee Experience
• Manages daily call flow via regular monitoring customer service phone system and ensures queue availability by agent based on demand.
• Regularly updates management team regarding activities or assigned projects and operations, and provides statistical reporting of contact center efficiency and other various activities as needed
• Assists with analysis and forecasting of departmental activities, producing reports and statistical summaries as requested.
• Provides training, on-going coaching, guidance, feedback, and motivation to staff to ensure competent performance while adhering to departmental SOP’s.
• Conducts final Order Review Audit within team to identify employee training needs
• Work with other members of management team to identify necessary departmental communications on changes in policy and procedure.
• Acts as operations liaison, working to maintain relationships with key contacts
• Identifies areas for workflow enhancement that result in reduced turnaround timeframes, better customer satisfaction and enhance our reputation for quality customer service.
• Assists with incoming calls during peak times to maintain departmental SLA’s.
• Creates, assigns and tracks individual, and team goals in order to maximize performance levels.
• Conducts regular call monitoring for quality.
• Interviews, recommends and hires prospective candidates for open departmental positions.
• Ensure that all employees follow the company’s best practices (SOPs) for contact center management and operations
• Assists in addressing emergencies as they arise
• Monitor payroll and non-payroll expenditures to ensure compliance within budgetary guidelines.
• Capitalizes on, contributes to, and identifies opportunities to reduce costs, improve customer service, increase productivity and increase customer satisfaction
  Communication:

Communication:

• Communicating with team members and customers via various channels such as phone, email, and chat
• Listening actively to understand customer needs and concerns
• Providing clear and accurate information to customers
• Resolving conflicts and diffusing difficult situations with customers
• Communicating customer feedback and suggestions to relevant teams for improvement

Time Management:

• Managing multiple customer inquiries and tasks simultaneously
• Prioritizing urgent and important tasks effectively
• Meeting set targets and deadlines for customer service performance
• Maintaining a high level of productivity and efficiency while delivering quality service to customers

Problem-solving:

• Analyzing and identifying the root cause of customer issues
• Developing creative solutions to resolve customer problems
• Collaborating with team members to find solutions to complex issues
• Following up with customers to ensure their issues have been resolved to their satisfaction

Teamwork:

• Working collaboratively with team members to achieve shared goals
• Providing support and assistance to team members when needed
• Contributing ideas and suggestions for improving team performance and customer satisfaction
• Creating a positive and supportive work environment for the team and promoting teamwork and cooperation.

High Impact Behaviors:

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications and Experience:

• Bachelor’s degree in business, or a related field; or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership
• Experience working in a fast-paced environment with changing priorities and goals
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve target goals.
• Clear, concise, and effective communication skills (both oral and written)
• Strong planning, time management, and organizational skills
• Emotional Intelligence
• Knowledge of applicable legal & compliance topics
• Ability to multi-task, prioritize, and manage time effectively
• Effective conflict resolution
• Agility to initiate and support effective change management

Salary range:

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.