Supervisor Call Center

About the business: LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/government

About our team: VitalChek, a LexisNexis© Risk Solutions company, is proud to be America’s leading source for ordering express birth certificates and other vital records online quickly, easily and securely. We are a government-authorized service with more than 30 years’ experience partnering with hundreds of vital record agencies across the nation. We pioneered the process of ordering vital records remotely in 1987 and continue to provide the highest level of security and convenient certificate ordering solutions.

About the job: Ensuring the highest level of service and quality to both internal and external customers by assisting and supporting their assigned team. On an as-needed basis; assist as Floor Duty Supervisor, handle Customer escalations and CSR questions. Provide feedback and guidance to CSRs and effectively document conversations. Maintain weekly and monthly reports. Conduct one on ones and staff meetings. While inspiring your team to excel and create a high-performing motivated team.

You’ll be responsible for:

• Developing Staff - Coach and develop a team of customer service representatives ensuring all key metrics are being attained on an hourly, daily, and weekly basis.

• Conducting regularly scheduled one on ones and team meetings.

• Fostering a motivating work environment through effective leadership, support, and active listening.

• Leading team by example

• Monitoring real time reports , audit, and verify the accuracy and quality of all customer contacts for the purpose of instruction and evaluation.

• Auditing and coach employees regarding their attendance and schedule adherence.

• Product Knowledge Expert – this may include responding to customer requests via phone, email, or chat.

• Regularly participate in educational programs to enhance your knowledge and performance.

• Diversifying skills through cross-training on various concurrent projects within the organization.

Qualifications:

• Required Experience: 2 years of Customer Service Experience, 1 year in a Team Lead or Supervisor Role. 1 year inbound or outbound call center experience.

• Ability to multi-task, set priorities and manage time effectively.

• Demonstrated coaching and motivational skills.

• Excellent communication skills

• Demonstrated success in customer service.

• Proficiency in Microsoft Office Outlook, Word and Excel, Strong typing, and computer navigation skills with the capacity to use multiple computer applications simultaneously.

• High Degree of professionalism.

Learn more about the LexisNexis Risk team and how we work here.



U.S. National Base Pay Range: $58,000 - $96,700. Geographic differentials may apply in some locations to better reflect local market rates.

 


 







We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice



We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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