Careers at Bob’s Discount Furniture

Customer Care (Third Party) Supervisor in Hartford, CT at Bob's Discount Furniture

Date Posted: 5/6/2021

Job Snapshot

Job Description

The Third Party Operations Supervisor will work directly in unison with the Third Party Operations Manager to drive consistent and sustained performance in our Key Performance Indicators for our Third Party Vendors. Effectively communicates and collaborates with other departments and contact centers while supporting and cultivating allignment in accordance to each sites contract.  Consistently ensures customer satisfaction (both internal and external customers) levels are in line with corporate philosophy and goals, ensuring that goals are attained.  Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently collaborates with colleagues and managers in assessing , developing and implementing department project plans and procedures. Ensures that own work is in compliance with applicable laws, contracts, regulations and guidelines. This position will require the expert knowledge of our Third Party contracts and what each role entails to ensure both parties are upholding their agreed upon contractual obligations consistently. This position is responsible for the day to day supervision, in partnership with the Third Party Operations Manager, of all Third Party vendors.

Job Responsibilities

  • Provides direction to a team of Third Party Leaders and Managers
  • At any time, responsible for modeling and upholding expectations set by the Company and Department, relative to Customer Service 
  • Works in partnership with Third Party team members and management to achieve continued growth and development
  • Tracks progress in clerical and procedural performance ensuring progress in specific performance metrics (KPI’s)
  • Effectively documents interactions/project plans/training etc.. with Third Parties
  • Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained
  • Consistently collaborates with colleagues and Managers in assessing,developing and implementing department project plans and procedures while cultivating the consistent alignment between departments and vendors both internally and externally
  • Duties may include but are not limited to; running and attending daily/weekly/monthly meetings with leadership, focus groups with agents, site visits to both our United States call centers as well as our near shore sites, , tracking and monitoring attrition and headcounts, contract alignment and analysis, reporting, creativly driving KPI’s at all Third party sites
  • Responsible for knowledge and expertise in utilizing technology and software used by the Company
  • Performs other duties and participates in special projects as required
  • Proven customer service, and problem resolution skills
  • Excellent organizational and time management skills

Required Qualifications

  • High School Diploma or equivalent
  • Ability to think outside of the box in order to drive performance without risking co-employment
  • Schedule flexibility, ability to work nights and weekends as needed
  • Willingness to speak with customers and handle phone calls on an as needed basis Proven customer service, process improvement, and problem resolution skills
  • Proven ability to multi-task and apply knowledge of various job responsibilities effectively
  • Displays an ability to lead through example
  • Strong negotiation skills
  • Ability to make sound decisions within and outside of established policies
  • Comprehensive knowledge of Microsoft Office and Excel
  • Strong information management,verbal and written communication skills
  • Candidate must be comfortable hosting meetings with vendors
  • Candidate must be detail driven and have strong problem solving skills
  • Ability to motivate others and maintain high level of confidentiality
  • Displays competancy as a “subject matter expert” regarding company policy and processes

Preferred Qualifications

  • 6 months to 1 year experience in Bob’s Discount Furniture Customer Care preferred
  • 5+ years customer service experience is preferred
  • Ability to travel outside of the United States Of America
  • Valid Passport or willingness to obtain one

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.