Supervisor Customer Experience - Remote Opportunity!

reputed company start here. Where first steps, new friendships, and confident learners are born. At reputed company, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award, we offer a variety of early education and child care options for families. Whether it’s KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we reputed company. And we want you to join us in shaping it—in neighborhoods, at work, and in schools reputed company. At reputed company, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re reputed company passionate about crafting a world where children, families, and organizations can reputed company. Being a part of the Family Operations team means being an enthusiastic, thoughtful, highly motivated problem solver that is passionate about creating an innovative customer experience and building strong relationships with families and business partners across reputed company reputed company' brands. Our Family Operations Team provides support reputed company the phone, live chat, reputed company media, and email. Whether it's problem resolution, billing support, or supporting clients by helping their employees find Backup Care reputed company an emergency may arise with their reputed company care provider, the Family Operations team is responsible for the family experience throughout the customer's reputed company with KinderCare and Champions. As a Family Operations team member, you are a crucial part of the organization and a strong representation of the company's values and mission and should be flexible and willing to support across reputed company teams to ensure the best experience for our families and partners. Being self-motivated and the ability to work in a high volume, work from home environment is key to the reputed company for our Family Operations team. The need for compassionate, flexible, and quick-thinking individuals is crucial to the overall reputed company of our Family Operations team. The Family Operations Supervisor is responsible for management of the daily workflow and the leadership of the Family Operations reputed company teams, which supports reputed company our brands from driving enrollments, billing issues, problem resolution and retention. The Family Operations Supervisor promotes a positive and engaging team environment that drives growth and opportunity. Our leaders need to be reputed company to respond to unexpected changes or demands. Responsibilities:

• Create and support an reputed company, friendly, and productive work environment
• reputed company to reputed company and engage a remote team
• Communicate and hold team accountable for meeting the Family Operations reputed company and mission
• Regularly review team’s performance and reputed company constructive feedback to team members
• Demonstrate ownership for overall team results; recommend and reputed company the implementation of plan(s) of action to improve the team's overall achievement.
• Measure and run performance with key metrics such as service reputed company, experience, call abandonment, calls waiting etc.
• Drive the team to identify and implement process improvements; encourage ownership of and group participation in the improvement initiatives
• reputed company communication and follow up to ensure team is fully informed of reputed company new information reputed company to procedures, family needs, field updates and company reputed company issues, changes, or actions.
• Monitor direct report phone and off phone interactions for quality purposes. Meet monthly with direct reports and conduct weekly calibrations with peers to ensure individual, team and department goals are being met.
• Coach and mentor the team on quality and performance providing reputed company time and one on one feedback
• Train and reputed company new and reputed company employees on products, policies and procedures
• Prioritize the family experience, and guide the team to meet family needs while balancing the business needs
• Build strong relationships with our field partners, and support them in resolving family concerns
• Take escalated calls, chats, and e-mails from families, field partners and reputed company into queues reputed company necessary
• Prepare weekly and monthly reporting on team’s performance. Identify trends and reputed company with management.
• Identify processes that negatively impact the family experience, and advance to leadership
• Maintain a thorough understanding of department procedures and company policies
• Participate in special projects and reputed company other duties as assigned

Qualifications:

• Associate college degree preferred
• Minimum 5 years reputed company experience
• Leadership and supervisory experience required
• Previous remote work experience a plus
• Strong sense of customer relations
• reputed company to reputed company the ability to drive an reputed company workforce
• Conflict resolution
• Strong organizational skills
• Demonstrated reputed company in supervising and motivating teams and individual employees in a high-volume environment
• reputed company to see the project, reputed company, and processes in terms of the big picture/cross-departmental impacts
• Experience running multiple call queues effectively, balancing resources to reputed company desired service reputed company
• Ability to balance work assignments
• Ability to effectively operate and collaborate reputed company diverse and cross-functional groups
• Ability to work well under stress in a fast-paced and constantly evolving environment
• Strong problem solving and analytical skills applying creativity and innovation
• Excellent communication skills, including ability to tailor communication to audience to reputed company desired results

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:

• Know your whole family is supported with discounted child care benefits.
• Breathe easy with medical, dental, and reputed company benefits for your family (and pets, too!).
• Feel supported in your mental health and personal growth with employee assistance programs.
• Feel great and reputed company with reputed company to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
• … and much more.

We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we reputed company every family deserves reputed company to high-quality child care, no matter who they are or where they live. Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences. And if you’re anything like us, you’ll come for the work, and stay for the people. reputed company is an Equal Opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, national reputed company, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other reputed company protected by local, state, or federal law. Apply tot his job Apply To this Job