Customer Service Supervisor

About HireRight:

Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview:

• Responsible for managing the day-to-day activities of the Customer Service

• Manage and monitor work queues, ensuring adherence to SLA’s for

• Working with the Quality team, participates in and oversees the process of

• Handle escalated client issues and provide feedback and guidance to the

• Responsible for using business communication skills to clearly communicate

• Tracks and manages team members’ performance, productivity, attendance

• Manages team member performance issues.

This is a hybrid role with 3 days on-site required at the Nashville, TN or Tulsa, OK office.

Responsibilities:

Responsibilities:

• Responsible for team of 10-15 CSR’s.
• Provides supervision to team members in attaining Customer Service.

• Effectively and clearly convey performance issues to management, team leads

• Effectively resolve and/or escalate customer issues to management, Account

• Oversees the day-to-day duties of the CSR’s using real-time monitoring tools

• Proper adherence to client or general guidelines.
• Training (New Hires and ongoing CSR Certification).
• Interact with internal and external clients daily.
• Analyze and evaluate performance, productivity and quality data.
• Participate in resolution of escalated issues as they relate to Customer Service

• Demonstrates proficiency in client guidelines and HireRight product knowledge

• Performs daily performance and productivity monitoring on team members.
• Provides performance and disciplinary feedback to team members as required.
• Monitor work environment to ensure that work area is conducive to a safe,

• Implement and maintain morale events to promote team camaraderie and job

• Recommends performance and/or disciplinary actions and provides written

• Leadership Responsibilities: This job has daily, hands-on responsibility to

provide leadership, training and coaching to team members.

Qualifications:

• College degree preferred, High School Diploma or equivalent required.

Experience:

• Prior leadership in a customer service, call center or production environment is

• Prior experience in a customer service management position beneficial.

Knowledge & Skill:

• Has knowledge of sub-unit or subfunction as well as technical discipline.
• Has basic understanding of the roles of the relevant groups within the function

• Has basic supervisory knowledge and skills.
• Language Ability: Ability to read and interpret documents such as safety rules,

• Reasoning Ability: Above-average ability to apply understanding to carry out

• Computer Skills: Proficient in the use of all HireRight proprietary operating and

logging tools and Automated Call desired; must be effective at use of the Internet

What do we offer:

In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short- & Long-Term Disability
• Flexible Spending Accounts
• 401K
• Generous Vacation and Sick Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!
• All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

Minorities / Females / Veterans / Disabilities

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.