Supervisor, Customer Service Management

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

• Responsible for managing the day-to-day activities of the Customer Service
  team members.
• Manage and monitor work queues, ensuring adherence to SLA’s for
  responsiveness and turn-around time for customer issues and requests.
• Working with the Quality team, participates in and oversees the process of
  ensuring that completed service requests, delivered to HireRight client
  companies, are consistent with HireRight policies, procedures and quality
  standards.
• Handle escalated client issues and provide feedback and guidance to the
  CSR’s during and following live customer interactions.
• Responsible for using business communication skills to clearly communicate
  escalated customer issues to management.
• Tracks and manages team members’ performance, productivity, attendance
  and schedule adherence.
• Manages team member performance issues.

• Responsible for team of 10-15 CSR’s
• Provides supervision to team members in attaining Customer Service
  performance, and productivity goals including completion of email, online-chat
  and telephonic service and support of HireRight customers
• Effectively and clearly convey performance issues to management, team leads
  and the Customer Service team members
• Effectively resolve and/or escalate customer issues to management, Account
  Managers and Sales, resulting from service failures or misaligned customer
  expectations
• Oversees the day-to-day duties of the CSR’s using real-time monitoring tools
  and methodologies to ensure
• Proper adherence to client or general guidelines
• Proper adherence to policies and procedures
• Adherence to responsiveness targets
• Adherence to turnaround targets
• Coverage of workstation assignments
• Proper phone etiquette
• Proper email etiquette
• Proper use of HireRight’s time
• Training (New Hires and ongoing CSR Certification)
• Interact with internal and external clients daily
• Analyze and evaluate performance, productivity and quality data
• Participate in resolution of escalated issues as they relate to Customer Service
  and overall
• Demonstrates proficiency in client guidelines and HireRight product knowledge
  and procedures
• Performs daily performance and productivity monitoring on team members
• Provides performance and disciplinary feedback to team members as required
• Monitor work environment to ensure that work area is conducive to a safe,
  professional, satisfying environment
• Implement and maintain morale events to promote team camaraderie and job
  satisfaction
• Language Ability: Ability to read and interpret documents such as safety rules,
  operating and maintenance instructions, and procedure manuals. Adept at
  composing and documenting notes and correspondence. Very effective at
  speaking professionally and persuasively to customers / individuals on the
  telephone, and to team members as required to give suggestions, feedback, or
  instructions
• Reasoning Ability: Above-average ability to apply understanding to carry out
  instructions furnished in written, oral, or diagram form. Above-average ability
  to deal with problems involving several concrete variables in standardized
  situations, and to assist others in doing so
• Computer Skills: Proficient in the use of all HireRight proprietary operating and
  reporting systems and available tools. Should have knowledge of MS Excel,
  PowerPoint and Word software; Previous experience with CRM / Case ticket
  logging tools and Automated Call • Distribution monitoring and reporting tools
  desired; must be effective at use of the Internet
• Individual Growth Potential: Ability and desire to grow within the organization to
  positions of greater responsibility; willingness to seek additional training as
  required for future opportunities
• Leadership Responsibilities: This job has daily, hands-on responsibility to
  provide leadership, training and coaching to team members.
• Recommends performance and/or disciplinary actions and provides written
  and verbal feedback to the team members as required

• College degree preferred.
• Prior leadership in a customer service, call center or production environment is
  preferred.
• Prior experience in a customer service management position beneficial

In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:

• Medical
• Dental
• Vision
• Paid Life/AD&D Insurance
• Voluntary Life Insurance
• Short- & Long-Term Disability
• Flexible Spending Accounts
• 401K
• Generous Vacation and Sick Program
• 10 Paid Holidays
• Education Assistance Program
• Business Casual Attire
• Generous Referral Program
• Employee Discounts and Rewards
• And much more!

*All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight, LLC is an Equal Opportunity Employer
Minorities / Females / Veterans / Disabilities

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee