Supervisor, High Value Customer at Cimpress/Vista/NP

Worldwide

<span class="jobdescription"><p><span style="color:black"><strong>Job Purpose</strong></span></p> <p><br><span style="color:black">The purpose of the role is to bridge the gap between the strategic business objectives and the daily operations by helping team members understand how their work is connected to the company strategy. The Supervisor, CARE Operations will utilize methodologies like mentoring, coaching, or managing to implement the standards of the Quality Framework, thus supporting Vista’s vision to become the design expert and marketing partner for small businesses.</span><br><span style="color:black">Success in the role is achieved by having highly engaged employees and building loyal customers.</span></p> <p><br><span style="color:black"><strong>Role and responsibilities</strong></span></p> <p><br><span style="color:black">The Supervisor develops the individuals and the team to enable the effective execution of our required service level (i.e., Quality Framework), to consistently deliver the best customer experience and exceed customer expectations.</span></p> <p><span style="color:black">The list of responsibilities below is not definitive and may change as business needs require. The Supervisor may be required to undertake differing tasks within their capability.</span></p> <p><br><span style="color:black">● Ensure all team members create added value for our customers and pursue our ambitious customer service philosophy</span></p> <p><span style="color:black">● Ensure transparency, alignment, and engagement with Vista’s strategy, its mission, and goals. Facilitate and support a smooth transition through related organizational changes for our teams.</span></p> <p><span style="color:black">● Foster an environment where team members feel safe to take interpersonal risk (speaking up with ideas, questions, concerns, or mistakes)</span><br><span style="color:black">● Create a culture of giving timely feedback in a way that helps the team members grow, develop, and improve</span><br><span style="color:black">● Support employees’ development based on their needs, through feedback, mentoring and coaching as well as regular team-based exchange sessions</span></p> <p><span style="color:black">● Establish a working environment that emphasizes accountability, mutual support,</span><br><span style="color:black">commitment, and engagement, inside and outside the team</span><br><span style="color:black">● Partner closely with departments like Workforce Management, Human Resources,</span><br><span style="color:black">Quality and Learning to ensure the team is meeting the performance expectations</span><br><span style="color:black">● Assume disciplinary responsibility for the team, including decisions around, e.g.,</span><br><span style="color:black">contract extensions and probationary periods (change formulation based on legal requirements in</span><br><span style="color:black">the locale)</span><br><span style="color:black">● Relentlessly learn and improve by proactively gaining knowledge and gathering</span><br><span style="color:black">resources regarding company initiatives and professional trends within the industry</span><br><span style="color:black">● Act like an owner and work independently on their professional development</span></p> <p><br><span style="color:black"><strong>Tasks and activities</strong></span></p> <p><br><span style="color:black">● Participate in interviews to identify potential employees and make decisions around</span><br><span style="color:black">employment in collaboration with the Talent Acquisition team</span></p> <p><span style="color:black">● Initiate and conduct regular communication check-ins with the new hire throughout the</span><br><span style="color:black">new hire training period</span><br><span style="color:black">● Grow and support great people by offering guidance and development support to team</span><br><span style="color:black">members while conducting development conversations, initiating personal development</span><br><span style="color:black">plans, and identifying and offering suitable development resources</span><br><span style="color:black">● Conduct regular one-on-ones to discuss team member performance</span><br><span style="color:black">● Facilitate disciplinary discussions as necessary</span><br><span style="color:black">● Initiate discussions with the team on how Vista’s strategy connects to the work of the</span><br><span style="color:black">team members</span><br><span style="color:black">● Perform quality processes (e.g., call listening, side-by-side monitoring, call calibrations</span><br><span style="color:black">etc.) to evaluate performance and development progress and be ready to take customer</span><br><span style="color:black">interactions when needed</span><br><span style="color:black">● Identify opportunities and implement measures for improving team performance</span><br><span style="color:black">● Reflect on and proactively ask for feedback about own performance, and drive and</span><br><span style="color:black">document development progress in the personal development plan</span><br><span style="color:black">● Use existing learning resources and development opportunities to expand knowledge,</span><br><span style="color:black">build skills, and develop alternative behaviors</span></p> <p><br><span style="color:black"><strong>Qualifications and education requirements</strong></span></p> <p><span style="color:black">● Profound experience in a customer service setting</span><br><span style="color:black">● Demonstrable expertise and experience in people management and development, in a </span><span style="color:black">constantly changing environment, and in a remote setting</span></p> <p><span style="color:black">● Education requirement - Bachelor’s Degree or similar education</span><br><span style="color:black">● An aptitude for technology learning and the use of multiple systems</span><br><span style="color:black">● Good understanding of principles of change management and agile organizations</span><br><span style="color:black">● Fluency in English</span></p> <p><br><span style="color:black"><strong>Preferred skills and competencies</strong></span></p> <p><span style="color:black">● The absolute will to deliver service excellence and gain customer loyalty</span><br><span style="color:black">● Empathy and outstanding communication skills in one-to-one as well as group settings</span><br><span style="color:black">● A leadership style based on partnership and empowerment</span></p> <p><span style="color:black">● Ability to identify and develop individual strengths and talents within the team</span><br><span style="color:black">● Willingness and ability to constantly learn from feedback and continuously develop your </span><span style="color:black">own skill set</span><br><span style="color:black">● A structured, thorough and sustainable working style</span><br><span style="color:black">● Ability to gather and interpret available data to guide and/or reason a decision</span><br><br></p> </span>