Customer Care Supervisor

Customer Care Supervisor

The Opportunity:

As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.

Your main function will be to assist new hires from day one until they are self-sufficient through their entire training timeframe. You will ensure that new hires are greeted day one, help set up their desk, assist with any log-in or access issues during their first days, collaborate with the Continuous Improvement team to assist in developing and updating new hire training, assess and submit feedback of daily new hire progress, and provide small group refresher to new hires and existing employees. You will provide leadership support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before being closed. You’ll educate and provide policy guidance on all People Services and Financial services related inquiries to the team and customers. Due to the nature of work performed within this facility, U.S. citizenship is required.

What You’ll Work On: 

• Oversee and supervise a team of Customer Care Representatives which perform administrative and transactional activities, including processing life-cycle transactions such as employee data changes, status changes, compensation, and separations. 
• Ensure the team’s call volume is managed, transactions are completed timely and accurately, and customer service standards are met.  
• Direct the distribution of work activity among the team to maintain a balance of activity and perform quality assurance checks on employee transactions. 
• Oversee and manage vendor activity in support of the work required to be accomplished.
• Provide coaching and guidance to improve staff performance and capabilities and identify training needs.  
• Develop staff in technical and soft skills. 
• Create an environment that promotes customer service, teamwork, and accountability.
• Be responsible for teams’ performance goals and lead efforts to continuously improve the service delivery. 
• Utilize key customer care technologies such as telephony and case management, to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. 
• Maintain quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.
• Ensure sensitive information handled by the team remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.  
• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations. 
• Act as the New Hire first day greeter and New Hire Coordinator to ensure that each new hire’s desk is ready for day one, and to assist with log-in and access issues.
• Assess and provide New Hire progress feedback to leads along with recommendations of where further training may be needed.
• Collaborate with the Continuous Improvement team for New Hire training creation and updates.
• Provide small group refresher training for both New Hires and existing Customer Care Representatives (CCRs).

Ready to build the future of shared delivery for the better?

Join us. The world can’t wait.

You Have:

• 5+ years of experience supervising customer service representatives 
• Experience using Microsoft Office programs such as Word, Excel, and Outlook 
• Experience monitoring, guiding, training, and directing new staff through a training program
• Ability to foster a friendly and professional attitude to develop a rapport with teams and customers quickly
• HS diploma or GED 

Nice If You Have: 

• Experience supervising in a Help Desk or Contact Center environment 
• Experience with financial systems, including Costpoint or Ivalua
• Experience with Workday or ServiceNow
• Experience as a Training Facilitator or Coordinator
• Ability to use and coach a team in multiple internal and financial applications and databases in a fast-paced environment 
• Ability to coach a team to communicate clearly via email or phone with an emphasis on active listening
• Possession of excellent coaching, research, and problem-solving skills 
• Possession of excellent verbal and written communication skills

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Work Model
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

EEO Commitment

We’re an equal employment opportunity/affirmative action employer that empowers our people to fearlessly drive change – no matter their race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law.