Customer Care Supervisor

The Customer Care Supervisor leads a team of approximately 20 call center reps handling inbound and outbound calls placing client meal orders, addressing questions, and providing exceptional customer service. This position will be located at our Des Moines office and work Monday - Friday between 9:00am - 6:00pm. Occasional Saturdays may be required.

Position Responsibilities may include, but not limited to

• Track and document employee performance both formally and informally
• Complete employee performance reviews
• Interview, hire, and terminate employees, when needed, with assistance from Human Resources
• Create and distribute necessary call center reports as requested by management
• Train, motivate, develop, and coach employees to drive customer satisfaction, efficiency, and performance
• Determine training requirements for new hires and additional performance-based training for existing representatives, as needed
• Answer Customer Service Representative questions and handle customer escalations
• Manage productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner
• Schedule Customer Service Representatives based on call center volume and needs
• Approve weekly timecards and resolve employee issues per Company policy and/or with Human Resources assistance 
• Coordinate and provide assistance in managing necessary call campaigns, such as Welcome and Exit Campaigns

Required Skills and Experience

• High School Diploma or GED
• At least 5 years’ experience in direct customer contact call center environment to including a minimum of 2 years’ of experience in a supervisory role managing direct reports
• Proficient in Microsoft Office
• Strong problem solving and analytical skills
• Excellent verbal and written communication skills
• Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner
• Sincerity and passion for helping people

Preferred Skills and Experience

• Bachelor’s Degree
• Bilingual (English/Spanish)
• Demonstrated ability working with the elderly, disabled, and other individuals at risk exhibiting empathy and compassion to improve their quality of life, support, and access to needed services

Physical Requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

Company Overview

Mom’s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom’s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.

EEO

Mom’s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.