Supervisor Client Support

Supervisor Client Support - Paducah, KY

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life's other most important assets : our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.

The Role

As a Call Center Supervisor, you will play a critical role in driving the success and efficiency of our call center. You will lead a team of customer service agents, ensuring smooth daily operations, performance optimization, and the delivery of exceptional customer experiences. Your leadership will be vital in motivating, training, and mentoring the team while overseeing quality assurance, performance metrics, and issue resolution. You will be the bridge between management and agents, working to align team efforts with organizational goals.

What You Will Do

• Team Leadership & Development
• Oversee daily operations and team performance, ensuring service level attainment and meeting business objectives.
• Lead one-on-one coaching sessions, conduct performance reviews, and provide feedback to motivate and support agents.
• Foster a team-oriented environment, reinforcing the company's vision through everyday actions and decision-making.
• Empower agents by providing opportunities for input on process improvements and developing new ways to enhance customer interactions.
• Training & Development
• Manage the onboarding process for new agents and identify ongoing training needs for skill enhancement.
• Create and implement structured development plans and training programs based on business requirements.
• Work closely with agents to ensure they are meeting key performance indicators (KPIs) and drive continuous personal and professional growth.
• Performance Oversight
• Monitor key performance metrics and quality assurance standards for agents, ensuring adherence to company goals.
• Address performance issues by analyzing call center data and offering actionable feedback to drive improvement.
• Celebrate achievements, reinforce milestones, and acknowledge efforts that contribute to the team's success.
• Quality Assurance
• Maintain a high standard of service quality through regular call monitoring and performance reviews.
• Conduct audits, deliver constructive feedback, and develop corrective action plans to ensure compliance with quality benchmarks.
• Utilize Live Monitoring and other tools to provide real-time feedback and continuously improve performance.
• Problem Resolution
• Handle complex customer queries and issues escalated from agents, ensuring timely and effective resolutions.
• Address behavioral issues and conflicts in a fair, tactful manner, while working to prevent future issues.
• Maintain professionalism when handling sensitive situations, ensuring customer satisfaction at all times.
• Scheduling & Staffing
• Monitor and manage agent attendance, addressing issues such as callouts and absenteeism.
• Enforce attendance policies fairly and consistently while supporting agents in improving attendance and productivity.
• Reporting & Analysis
• Generate and analyze daily performance reports, utilizing data to make informed decisions and implement strategic improvements.
• Help agents set SMART goals, track their progress, and ensure that individual and team objectives align with business priorities.
• Process Improvement
• Continuously evaluate call center processes and implement strategies to enhance operational efficiency and effectiveness.
• Identify roadblocks, suggest improvements, and streamline operations to achieve optimal results.

What You Will Bring

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive.

The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer sponsorship.

EQUAL OPPORTUNITY EMPLOYER SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.