HireRight · 3 days ago
Supervisor, Customer Service Management
US-OK-Tulsa
Full-time
Onsite
Mid, Senior LevelHireRight is the premier global background screening and workforce solutions provider. They are seeking a Supervisor for their Customer Service Management team to oversee the day-to-day activities of team members, manage work queues, and ensure adherence to service level agreements. The role involves handling escalated client issues, tracking team performance, and providing leadership to a team of customer service representatives.
Information TechnologySoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
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!
Company
HireRight
HireRight provides on-demand employment screening solutions for a customer base of organizations.
Founded in 1990
1001-5000 employees
H1B Sponsorship
HireRight has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (1)
2021 (2)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
General Atlantic
2024-02-16Acquired
2018-07-13Private Equity
2007-08-08IPO
Leadership Team
Euan Menzies
Chief Executive Officer
Guy Abramo
President and Chief Executive Officer
Recent News
Morningstar.com
2026-01-15
dcm.com
2026-01-07
Company data provided by crunchbase