Customer Care Operations Supervisor

Team Leadership: 

• Manage and coach a team of customer service representatives, providing guidance and feedback to optimize performance.   
• Assign tasks and monitor workload distribution to ensure efficient operations.   
• Conduct performance evaluations and provide regular feedback to team members. ​

Customer Service Management: 

• ​Supervise and mentor customer care representatives assigned to Software as a Service Tier 1 support and other specialty teams.
• Develop and implement customer service SaaS T1 policies and procedures.
• Handle escalated customer issues and complaints, resolving them promptly and effectively. 
• Monitor customer satisfaction levels and identify areas for improvement. 
• Analyze customer feedback to identify trends and implement necessary changes.

Operational Oversight across Customer Care / Technical Support Contact Center: 

• Monitor key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores. 
• Implement new technologies and processes to streamline customer service operations. 
• Ensure adherence to service level agreements (SLAs) and company policies.  
• Analyze customer and internal team feedback and implement improvements. 

Training and Development: 

• Ensure comprehensive training programs for new and existing CC/TS representatives are developed and roadmapped.   
• Provide ongoing training on SaaS product knowledge, customer service best practices, and new system updates.   
• Identify individual training needs and provide targeted coaching to improve performance.  
• Monitor and evaluate team performance and provide feedback.

Reporting and Analysis: 

• Generate reports on team performance, customer feedback, and key metrics to identify areas for improvement.   
• Analyze customer and internal data to identify trends and potential issues.   
• Collaborate with other departments to share customer insights and drive business decisions. 

Lead Self-Service Portal Onboarding Program:

• Build project plan to onboard customers to Badger Meter's new Self Service portal.
• Analyze registration and usage of eligible customer contacts. 
• Create communication campaigns to spur adoption within no/low usage customers. 
• Collaborate with other departments to develop and deploy customer facing training programs.  
• Drive self-service portal requirements and enhancements.

Education and Experience:

• Bachelor's degree in BA or BS required

• 5+ years of related experience in Customer Operations/Service Management and prior experience in a leadership and development position with a proven record of improving customer satisfaction desired. Significant experience may be considered in lieu of a formal degree.

• Project Management, Contact Center and Six Sigma/Quality Certifications preferred

Qualifications:

• Ability to handle high-pressure situations and customer escalations

• Knowledge of customer service best practices and quality standards

• Leadership and team management experience

• Strong problem-solving and analytical abilities

• Strong communication and interpersonal skills

• Proficient in customer relationship management (CRM) systems and other relevant software

• Ability to analyze data and generate reports

• Strong conflict resolution and problem-solving skills

Competencies:

• Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

• Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

• Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.

• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.

• Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.

Working Conditions:

• Work is performed in an office environment and requires the ability to operate standard office equipment.

• Work is performed in close proximity to others.

• Must be able to sit for prolonged periods of time.

• Requires prolonged periods of talking/listening.

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