The Customer Care Supervisor leads a team of approximately 20 call center reps handling inbound and outbound calls placing client meal orders, addressing questions, and providing exceptional customer service. This position can be located at either our Des Moines or our Ankeny office and work Monday - Friday between 9:00am - 6:00pm. Occasional Saturdays may be required.
\n Position Responsibilities may include, but not limited toTrack and document employee performance both formally and informallyComplete employee performance reviewsInterview, hire, and terminate employees, when needed, with assistance from Human ResourcesCreate and distribute necessary call center reports as requested by managementTrain, motivate, develop, and coach employees to drive customer satisfaction, efficiency, and performanceDetermine training requirements for new hires and additional performance-based training for existing representatives, as neededAnswer Customer Service Representative questions and handle customer escalationsManage productivity based on call center metrics to ensure calls are being handled in an efficient and productive mannerSchedule Customer Service Representatives based on call center volume and needsApprove weekly timecards and resolve employee issues per Company policy and/or with Human Resources assistance Coordinate and provide assistance in managing necessary call campaigns, such as Welcome and Exit Campaigns Required Skills and ExperienceHigh School Diploma or GEDAt least 5 years' experience in direct customer contact call center environment to including a minimum of 2 years' of experience in a supervisory role managing direct reportsProficient in Microsoft OfficeStrong problem solving and analytical skillsExcellent verbal and written communication skillsAbility to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective mannerSincerity and passion for helping people Preferred Skills and ExperienceBachelor's DegreeBilingual (English/Spanish)Demonstrated ability working with the elderly, disabled, and other individuals at risk exhibiting empathy and compassion to improve their quality of life, support, and access to needed services Physical RequirementsRepetitive motions that include the wrists, hands and/or fingersSedentary work that primarily involves sitting, remaining in a stationary position for prolonged periodsVisual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
\nCompany Overview Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others. EEO Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.