Call Center Supervisor at GCG (Garden City Group) in Dublin, OH

Company Description

For three decades, Garden City Group, LLC (GCG) has been the recognized leader in providing legal administrative services for class action, mass tort, and bankruptcy cases. The breadth and depth of our experience, responsiveness, global resources, and state-of-the-art technology have made us the recognized leader in our field and the partner of choice for leading law firms, corporate legal departments, government agencies, and other legal professionals requiring our unique administrative support.

GCG Media is GCG’s in house advertising agency. For decades, GCG’s clients have relied on us to achieve their legal noticing goals. Using our dynamic skills in strategy and planning, GCG has developed media campaigns in over 40 languages and close to 170 countries. GCG is continually looking for new ways to engage the marketplace and educate our clients in best practices to reach their target audience.

Job Description

The CCS is responsible for oversight of the CCRs. Supervisors must also ensure adherence and overall efficiencies of the CCRs. The CCS works directly with the Customer Care Managers and Sr. Managers to resolve any issues or concerns that may arise.

Assist representatives with issue resolution and troubleshooting to resolve customer issues. Advise on technical and procedural questions. Monitor day-to-day quality and production goals. Assist in managing team workload; ensure availability, quality of performance, adherence to service levels, and other objectives and goals. Complete team reports and ensure Key Performance Indicators (KPIs) are being met. Verify billable hours and make adjustments as necessary.Oversee Customer Care Representative schedule adherence and attendance. Support and communicate quality standards, processes, procedures and policies

Qualifications

Strong verbal and written communication skills with the ability to interpret and address claimant/client needs. Knowledge of contact center industry and best practices. Proficiency in Microsoft Suite. Ability to work with minimal guidance or supervision in a time critical environment. Ability to be flexible and quickly adapt to changing business needs and processes. Skilled in providing outstanding customer service. Ability to defuse situations, identify and resolve issues. Ability to make quick, accurate and appropriate decision. Ability to lead an effective meeting in a team atmosphere.

Additional Information

Please submit resume and cover letter with salary requirements.

GCG , LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, or veteran status.