Customer Care Supervisor

CheckFree Corporation  (NASDAQ: CKFR) is a provider of financial electronic commerce services and products. From powering electronic billing and payment, to automating financial transactions, to streamlining regulatory reporting tasks, CheckFree's broad range of solutions continue to set new standards for quality.



At CheckFree, our vision is to make complex financial activities easier for businesses and consumers. For more than 20 years, we've been turning that vision into a reality by setting the standard for leadership, innovation and quality of financial electronic commerce. Today, CheckFree provides software and services to thousands of businesses and millions of consumers everyday.



CheckFree is monitored by and works in tandem with the same entities that monitor major financial institutions, including the Office of the Comptroller of the Currency (OCC), Securities and Exchange Commission (SEC), the Federal Reserve, the United States Postal Service and NACHA ? the Electronic Payments Association.



CheckFree was founded in Columbus, Ohio in 1981 by Peter J. Kight. Our corporate headquarters are located in Norcross, a suburb of Atlanta, Georgia. We also have offices in major cities around the United States, as well as offices in Canada and the United Kingdom.



 

Customer Care Supervisor



Job Purpose

To provide world class customer service through performance management and development of call center associates. Develop and implement process improvement, manage the workflow process and perform personnel duties.



Job Responsibilities

-Monitor and distribute assignments as necessary to ensure adequate coverage of customer needs. Assess needs, determine best resource to resolve issue based on ability and capacity.

-Assign tasks and monitor progress to ensure tasks are completed in an efficient manner.

-Resolve complex client issues when necessary or escalated.

-Assist in identifying operational needs, works with cross functional teams to determine solution, formulate new procedure, train associates, and monitor new plan for efficacy.

-Perform quality checks on areas of responsibility, review performance reports, identify areas requiring improvement, and implement process corrections.

-Perform management functions such as interviewing, hiring, reviewing, mentoring, performance management, attendance tracking, and implementation of corrective action for assigned associates.

-Coach and provide developmental opportunities for a team of customer care associates.

-Participate in special projects

-May perform other duties as assigned



Job Requirements



3-5 years of experience needed



Skills and Knowledge Required

-Knowledge of customer service techniques and standards required.

-Banking or bill payment experience preferred.

-Proficiency with Microsoft Office Suite (e.g., Excel, Word, Access, etc.) required.

-Strong Communication, time management and analytical skills



Education Required

-High School DiplomaContact?Information