Client Care Supervisor – Contact Center (Full-time, REMOTE, must reside in Tampa area) Position Available In Hillsborough, Florida

Client Care Supervisor

• Contact Center (Full-time, REMOTE, must reside in Tampa area) Eagle’s Wings Air (EWA)
• 5.

0 Tampa, FL Job Details Full-time From $20 an hour 16 hours ago Benefits Health savings account Paid holidays Health insurance 401(k) Paid time off Work from home Qualifications Management 5 years Basic math Logistics Mid-level Microsoft Office Analysis skills Supervising experience Bachelor’s degree Team management Quality control Data entry Typing Leadership Communication skills Administrative tasks

Full Job Description Overview:

Are you interested in serving others and making a difference? Would you appreciate having a renewed sense of purpose in your next leadership role? At Eagle’s Wings Air (EWA), we can offer that and more. Work From Home (must reside in the Tampa, FL area)

Schedule:

(One of the below) #1

• MONDAY

• FRIDAY:

  8:00 a.m.

• 4:30 p.m. (ET)
• OR•#2•MONDAY•

FRIDAY:

1:00 p.m.

• 9:30 p.m. (ET)
• (The exact schedule will be discussed and finalized during the interview process) Reporting to the Manager of Operations, as a Team Leader you will be driving positive engagement for our team members and customers both internal and external, while maximizing profitability for Eagle’s Wings Air.

You will be supervising a workforce that is responsible for the logistics management and tracking of the air transportation of human remains. You will lead a team, help them cultivate their skillsets, and understand the business and organization, while living Eagle’s Wings Air values. To deliver best-in-class customer service to our clients, all team members are also cross-trained to support the monitoring of airline flights and our internal exception reporting routine. You will also learn how to secure air cargo space on passenger airlines and offer our clients peace of mind during a difficult time in their life.

Responsibilities:

Guide team members to meet productivity and quality standards that ensure we meet customer commitments and achieve customer satisfaction Work with the Manager of Operations to improve the coordination and overall quality of service experience for our customers Manage daily work volume, quality control, and task distribution Analyze operational reporting and utilize available tools to identify performance opportunities Provide support for changes to processes that create performance efficiency Supports team members that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work Clearly articulate performance targets, measure and monitor progress, and ensure that all team members are meeting the organizational goals Regularly monitor the quality of team member performance and provide feedback and coaching to ensure results are achieved.

Specifically:

• Assess quality of customer service and timeliness
• Assess skill and will-levels
• Evaluate performance and provide feedback, balancing constructive criticism with positive and motivating discussion about performance with our clients.

Build effective teams by analyzing long-term team performance patterns to interpret trends and engage in ongoing communication, collaboration, and team motivation Ensure a positive work environment by listening and responding to team member feedback, issues, questions and concerns in a timely manner Create a culture in which people are caught doing the right thing. Monitor employee productivity and attendance and manage any necessary corrective action. Become an expert Client Care Coordinator in order to conduct new hire training

Qualifications:

Bachelor’s degree preferred Five (5)+ years of team leader experience; managing a team of 15 or more. Must possess strong leadership and interpersonal skills, a strong work ethic, the ability to multi-task and work well under pressure Strong analytical skills, attention to detail and task orientation Excellent written and verbal communication skills Outstanding people skills with ability to quickly build rapport by phone Must be able to interact with internal/external customers and assist with problem resolution Experience working with a virtual/remote team Team player, with genuine interest and proven talent for coaching and developing others Ability to multi-task in a fast-paced environment Must possess strong PC skills and Microsoft Office suite skills Typing skills of 45+ wpm Basic math and geography skills; strong data entry skills Able to maintain the confidentiality of privileged information

Work From Home Requirements:

High-Speed Internet is required Proof of Internet speed is required A dedicated, quiet workspace is required

About EWA:

Established in 2008, Eagle’s Wings Air (EWA) is the nation’s leading logistics provider of air transportation management services to funeral homes and shipping services. Through a remote, distributed customer service model, EWA leverages proprietary software and our knowledge of airline operations to find the best flight itinerary, secure space on the aircraft, and proactively monitor the status of air transfer from start to finish, delivering time savings and peace of mind to our funeral service clients. To date, EWA has proactively managed more than 300,000+ air transfers of loved ones’ home for their final celebration of life.

Work Remotely Yes Job Type:

Full-time Pay:

From $20.00 per hour

Benefits:

401(k) Health insurance Health savings account Paid time off

Schedule:

Holidays Monday to Friday On call Application Question(s): Are you currently employed? What interests you most about our posting for this open position? Are there any time periods when you are unavailable?

Education:

Bachelor’s (Preferred)

Experience:

Supervisory:

5 years (Preferred)

Work Location:

Remote