Overnight Contact Center Supervisor - HomeSafe Alliance

**Title:** Overnight Contact Center Supervisor **_HomeSafe Alliance_** is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families. When you become part of our team at HomeSafe Alliance, your opportunities are endless. Through internal collaboration, and with our partners and customers, we're defining tomorrow's challenges, then providing the innovative solutions to overcome those challenges, always maintaining our commitment to Zero Harm and Sustainability Platform. Working at HomeSafe Alliance means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions. As the needs of the world change, we're ready to respond and guide the way forward with strategic, sustainable, and technological advancements grounded in more than a century of practical application and execution. The HomeSafe team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we're proud to say that HomeSafe is positioned to improve the customers' moving experience. As the GHC prime contractor and household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're dedicated to making sure that every move is better than the last. **About the Role:** **NOTE: Opening is for an Overnight shift: primary schedule will be Monday through Friday 10pm - 7am CST. Position requires some shift flexibility w/ notice as business needs arise.** **HomeSafe Alliance** is looking for a highly skilled and motivated **Overnight** **Customer Care Supervisor** to provide support to the Customer Service Team. The Customer Service Supervisor will oversee and help customer service employees in performing their duties, such as responding to customer inquiries and resolving issues or complaints. You will support Customer Care staff as they are initiating, coordinating, and responding to all customer service-related matters for each move with a goal of providing exceptional quality and service. This position will require understanding of requirements including Department of Defense regulations, service member entitlements, shipment documentation. This individual works closely with Customer Care team members, Transportation Service Providers, and Transportation Offices to proactively manage the relocation process. **Position Responsibilities:** As an Overnight Customer Care Supervisor, you will function as the primary point of contact for Customer Care staff and oversee the shipment activities in their workload from assignment to delivery. You will work on the front lines to build out an exceptional customer service function and ensure an exceptional experience throughout the customer's lifecycle. Acting as our internal "voice of the customer." + The environment is fast-paced and results-oriented. While there is urgency to goal achievement, responsibility for the achievement of results needs to be shared and effectively delegated when necessary. + Initiating projects and processes beyond established organization practices will often require training and developing others and enlisting their support by using a "selling" or "telling" communication style. + A self-confident, extroverted style that can enliven, engage, and positively affect individuals and groups is essential. + Because goals and desired results can quickly change, the role requires meeting and proactively establishing relationships with assigned staff. + Daily monitoring of inbound calls/chats/emails from customers via dashboards. + Leads by example, and functions as subject matter expert, serves as a point of escalation for complex calls, "help- desk" giving real-time answers, and peer-to-peer feedback. + Ensure staff uses the service excellence model to deepen connections, and better understand others' needs by asking effective questions and building relationships. + Tracks progress, monitors team members' tasks, and attendance and ensures deadlines are met. + Ensure a complete and correct record of all contacts, both internally and externally, is kept in the relevant systems. + Continually keep a working knowledge of all services and requirements for processing customer orders. + May function as a designated representative for designated accounts. + May lead and train other customer service specialists or support staff. + May perform other related duties and responsibilities as assigned and/or needed. + Attend and take part in all team meetings. **Qualifications and Skill Requirements:** + High school diploma, GED, or equivalent required, Undergraduate degree or equivalent experience in lieu of degree preferred. + 2+ years minimum in a leadership role and/or earlier supervisory, lead, or coaching/mentoring experience with military or relocation move experience preferred. + Must be a U.S. citizen due to contractual requirements + Employee provided **high speed internet is** required **.** + Must be able to work overnight shift (10pm - 7am) Monday - Friday. Some shift flexibility w/ notice provided as business needs arise. + Preferred experience working in a multi-channel contact center environment remotely. + The role requires strong business acumen of a REMOTE contact center and customer relationship reporting and understanding and interpreting trends of contact center metrics (i.e., Average Handle Time, After Call Work, Unavailable Codes). + Manage multiple priorities, with the ability to work in a demanding environment. + Ability to manage difficult customers and situations and solve problems. + Strong and effective organizational, multi-tasking, and prioritizing skills. + Excellent written & verbal communication skills, patience, and empathy. + Ability to navigate multiple systems, and applications, and use search tools to find information.? **Additional Preferred Qualifications:** + Bilingual + Prior HHG military move management experience. + Experience using NICE CXone. + Schedule flexibility: Customer Care operates 24 hours per day x 365 days per year; nights, weekends and holidays required.? **Note** : This position is fully remote / work from home. HomeSafe will supply appropriate needed equipment. Employee provided **high speed internet is required.** **I** **nclusion and Diversity at HomeSafe Alliance:** At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer. Benefits: + Medical, Dental and Vision Insurance. + Paid time off (PTO) Three weeks of PTO for newly hired employees + 401(k) + Health and Wellness Programs + Disability, Life and AD&D insurance + Employee Support program + Family Support: Bright Horizons, child and elder care services + Teladoc Medical Experts, second opinion program + Travel Accident & Medical + TRICARE Supplement Plan + Voluntary Benefit Plans + And more! HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law. **HomeSafe? - Delivering Solutions, Changing the World.** HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences. More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we're proud to say that HomeSafe is positioned to improve the customers' moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time. With cutting-edge technology and proven logistics expertise, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're dedicated to making sure that every move is better than the last. We thank you for your service, and for the privilege of serving you in return. **A** **t HomeSafe,** **We Deliver.** **Fraud Alert** Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe's name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position. HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information. Benefits: + Medical, Dental and Vision Insurance. + Paid time off (PTO) Three weeks of PTO for newly hired employees + 401(k) + Health and Wellness Programs + Disability, Life and AD&D insurance + Employee Support program + Family Support: Bright Horizons, child and elder care services + Teladoc Medical Experts, second opinion program + Travel Accident & Medical + TRICARE Supplement Plan + Voluntary Benefit Plans + And more!