Supervisor Customer Experience (Remote Opportunity)

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timePosted 2 days ago location United States salarySalary undisclosed
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Job Description

About KinderCare Education KinderCare Education operates more than 1,380 early learning centers, and more than 560 Champions sites, supported by a corporate team of nearly 600 headquarters employees in Portland, Oregon. In 2019, KinderCare Education earned their third Gallup Great Workplace Award - one of only 39 companies worldwide to win this award. In neighborhoods with ourKinderCare Learning Centers that offer early childhood education and child care for children six weeks to 12 years old At work through KinderCare Education at Work, family benefits for employers including on-site and near-site early learning centers and back-up care for last-minute child care In local schools with ourChampions before and after-school programs. Job Summary KinderCare Education is searching for an energetic and service-focused supervisor for our Family Support Team. In this role, you will manage the daily workflow and lead the Family Support Team while you delight KinderCare's customers. You are the ideal leader if you are passionate about customer experience and service, inspire people to excel at what they do, are strong in process and operations, and have an insatiable hunger for insights and metrics to continuously improve and innovate on the services you offer. Key responsibilities include: Create and support an engaged, friendly, and productive work environment Communicate and hold team accountable for meeting the Family Support vision and mission Regularly listen to calls and provide feedback to team members Demonstrate ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team's overall achievement Measure and manage performance with key metrics such as call abandonment, calls waiting, etc Drive the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives Provide communication and follow up to ensure team is fully informed of all new information related to procedures, family needs, field updates and company related 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 direct reports on quality and productivity providing side by side and one on one feedback Train and orient new and current employees on products, policies and procedures Prioritize the family experience, and guide team to meet family needs while balancing the business Build strong relationships with our field partners, and support them in resolving family concerns Take escalated calls, chats, and e-mails from families, and step into queues when necessary Prepare weekly and monthly reporting on team's performance. Identify trends and share with manager. Identify processes that negatively impact the family experience and escalate to leadership Maintain a thorough understanding of department procedures and company policy Participate in special projects and perform other duties as assigned Key desired skills and experience: Associate college degree preferred Minimum 5 years related experience Leadership and supervisor experience required Strong sense of customer relation Ability to drive an engaged workforce Conflict resolution Strong organizational skills Demonstrated success in supervising and motivating teams and individual employees in a high volume environment Must be able to see the project, decisions and processes in terms of the big picture/cross-departmental impacts Experience managing multiple call queues effectively balancing resources to achieve desired Service Levels Ability to balance work assignments Ability to effectively operate and collaborate within diverse and cross-functional groups Ability to work well under stress in a fast-paced and continuously changing environment Strong problem solving and analytical skills utilizing creativity and innovation Excellent communication skills, including ability to tailor communication to audience to achieve desired results KinderCare Education employs more than 32,000 team members across 1,700 locations nationwide. Our devoted family of education providers leads the nation in accreditation and includes KinderCare Learning Centers, KinderCare Education at Work, Champions Before- and After-School Programs, Cambridge Schools , Knowledge Beginnings and The Grove School. KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.