Back Office Supervisor - WSP USA
Broomfield, CO
About the Job
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job.
Essential Duties and Responsibilities:
The Backoffice Supervisor within our Contact Service is assigned defined responsibilities by the Contact Center Manager to oversee a team of Backoffice Representatives and ensure appropriate staff coverage for all production work, and to provide operational support. The Supervisor will provide performance monitoring and feedback for review with the team members. Duties include the responsibility of processing customer inquiries such as image processing, litigation management, axle review, inbound mail, phone calls, payments, and other assigned tasks. The job requires knowledge of MS Office, Windows, proficient-typing skills, and excellent customer service skills. Six Sigma experience is helpful. This is a hybrid position (working in the office as well as remote).
Expected Salary: $28.64 Bilingual in Spanish $29.50
WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
• Supervisor Responsibilities: Oversee daily operations of the Back Office team, ensuring adequate staff coverage for all production tasks. Monitor and evaluate team performance, including attendance, productivity, and adherence to departmental goals and prepare and deliver performance statistics to your team. Provide feedback, career development opportunities, and remedial training as needed to promote team growth. Respond promptly to inquiries from management, team members, peers, and HR.
• Employee Development & Training: Conduct career path progress reviews and provide ongoing career development opportunities for BackOffice Agents. Implement corrective actions, offer remedial training, and ensure all team members meet minimum performance standards. Provide constructive feedback, coaching, and mentorship to team members through regular quality checks and performance evaluations.
• Operational Support, & Backup: Work closely with the Customer Service Center Supervisor to ensure coverage of critical functions and provide mutual support to each other’s teams. Serve as a backup for the Customer Service Center Supervisor when needed.
• Conflict Resolution: Handled and resolved escalated customer disputes with professionalism, as well as working with clients’ partners (i.e., LGBS). Recommend corrective actions to resolve complaints and conduct research to provide appropriate resolutions or escalate when necessary.
• Quality Assurance & Coaching: Conduct daily quality checks on the Back Office team’s work, ensuring compliance with company policies and procedures. Provide employee development, through constructive feedback, timely coaching, and refresher training to address performance issues and improve processes. Review productivity metrics to identify trends and anomalies, proactively addressing concerns.
• Project Management: Lead various projects assigned by the Contact Center Manager, including trending analysis Broomfield PD, collection projects, investigation of unbillable transactions, and other miscellaneous tracking.
• Image Queue: Manage, assign, and report on the image queue, ensuring timely and accurate processing.
• Collaboration & Support to the Contact Center Manager: Assist the contact Center Manager in creating and maintaining reports for the Northwest Parkway and other partners. Ensure that both the Back Office and Contact Center staff meet departmental productivity and Key Performance Indicator (KPI) goals.
• Schedule & Coverage Coordination: Work closely with management staff to ensure proper coverage for all assigned tasks. Be available for escalations and providing guidance to Back Office Agents, Customer Service Representatives (CSRs) and customers.
• Compliance & Accountability: Adhere to all supervisory procedures and meet or exceed established performance criteria. Maintain compliance with all company policies and procedures while fostering a positive and professional work environment.
• Ability to work under pressure, meet deadlines and be accountable for the performance of self and others.
• Must maintain a positive and professional attitude.
• Maintain compliance with all company policies and procedures.
Education and/or Work Experience Requirements:
• (2) Two years experience in Contact Center environment, or (1) One year experience in a previous Lead or Supervisor position
• Excellent written and verbal communication skills along with concise and detailed coaching feedback.
• Excellent attention to detail
• Experienced in meeting and exceeding metrics and goals.
• Requires proven leadership and mentorship skills, with a focus on employee development.
• Demonstrated ability to collaborate
• Strong ability for problem solving, effectively analyze results, and lead, motivate, develop and coach associate personnel.
• Excellent conflict resolution and customer service abilities.
• Strong sense of team (work) strategizing and implementation.
• Ability to maintain a professional and positive attitude in all situations.
• Ability to work independently & as part of the management team.
• Ability to work under pressure, meet deadlines and be accountable for the performance of others.
• Ability to achieve and maintain departmental performance standards.
• Must have an exemplary attendance record
Physical Requirements:
• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Vision for reading, recording and interpreting information.
• Occasional speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
Essential Duties and Responsibilities:
The Backoffice Supervisor within our Contact Service is assigned defined responsibilities by the Contact Center Manager to oversee a team of Backoffice Representatives and ensure appropriate staff coverage for all production work, and to provide operational support. The Supervisor will provide performance monitoring and feedback for review with the team members. Duties include the responsibility of processing customer inquiries such as image processing, litigation management, axle review, inbound mail, phone calls, payments, and other assigned tasks. The job requires knowledge of MS Office, Windows, proficient-typing skills, and excellent customer service skills. Six Sigma experience is helpful. This is a hybrid position (working in the office as well as remote).
Expected Salary: $28.64 Bilingual in Spanish $29.50
WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
• Supervisor Responsibilities: Oversee daily operations of the Back Office team, ensuring adequate staff coverage for all production tasks. Monitor and evaluate team performance, including attendance, productivity, and adherence to departmental goals and prepare and deliver performance statistics to your team. Provide feedback, career development opportunities, and remedial training as needed to promote team growth. Respond promptly to inquiries from management, team members, peers, and HR.
• Employee Development & Training: Conduct career path progress reviews and provide ongoing career development opportunities for BackOffice Agents. Implement corrective actions, offer remedial training, and ensure all team members meet minimum performance standards. Provide constructive feedback, coaching, and mentorship to team members through regular quality checks and performance evaluations.
• Operational Support, & Backup: Work closely with the Customer Service Center Supervisor to ensure coverage of critical functions and provide mutual support to each other’s teams. Serve as a backup for the Customer Service Center Supervisor when needed.
• Conflict Resolution: Handled and resolved escalated customer disputes with professionalism, as well as working with clients’ partners (i.e., LGBS). Recommend corrective actions to resolve complaints and conduct research to provide appropriate resolutions or escalate when necessary.
• Quality Assurance & Coaching: Conduct daily quality checks on the Back Office team’s work, ensuring compliance with company policies and procedures. Provide employee development, through constructive feedback, timely coaching, and refresher training to address performance issues and improve processes. Review productivity metrics to identify trends and anomalies, proactively addressing concerns.
• Project Management: Lead various projects assigned by the Contact Center Manager, including trending analysis Broomfield PD, collection projects, investigation of unbillable transactions, and other miscellaneous tracking.
• Image Queue: Manage, assign, and report on the image queue, ensuring timely and accurate processing.
• Collaboration & Support to the Contact Center Manager: Assist the contact Center Manager in creating and maintaining reports for the Northwest Parkway and other partners. Ensure that both the Back Office and Contact Center staff meet departmental productivity and Key Performance Indicator (KPI) goals.
• Schedule & Coverage Coordination: Work closely with management staff to ensure proper coverage for all assigned tasks. Be available for escalations and providing guidance to Back Office Agents, Customer Service Representatives (CSRs) and customers.
• Compliance & Accountability: Adhere to all supervisory procedures and meet or exceed established performance criteria. Maintain compliance with all company policies and procedures while fostering a positive and professional work environment.
• Ability to work under pressure, meet deadlines and be accountable for the performance of self and others.
• Must maintain a positive and professional attitude.
• Maintain compliance with all company policies and procedures.
Education and/or Work Experience Requirements:
• (2) Two years experience in Contact Center environment, or (1) One year experience in a previous Lead or Supervisor position
• Excellent written and verbal communication skills along with concise and detailed coaching feedback.
• Excellent attention to detail
• Experienced in meeting and exceeding metrics and goals.
• Requires proven leadership and mentorship skills, with a focus on employee development.
• Demonstrated ability to collaborate
• Strong ability for problem solving, effectively analyze results, and lead, motivate, develop and coach associate personnel.
• Excellent conflict resolution and customer service abilities.
• Strong sense of team (work) strategizing and implementation.
• Ability to maintain a professional and positive attitude in all situations.
• Ability to work independently & as part of the management team.
• Ability to work under pressure, meet deadlines and be accountable for the performance of others.
• Ability to achieve and maintain departmental performance standards.
• Must have an exemplary attendance record
Physical Requirements:
• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Vision for reading, recording and interpreting information.
• Occasional speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
Source : WSP USA