About CCC
CCC is the technology platform for the underwritten assets economy. CCC technology, insights, and support connect industries - insurers, automotive manufacturers, collision repairers, parts suppliers, lenders, fleet operators and more - to advance decision-making, productivity, and customer experiences for thousands of clients worldwide. Clients leverage CCC's network management, data management, AI, operational workflows and customer experience solutions to efficiently scale, interact, transact and achieve their unique business objectives. CCC was ranked a best mid-sized company to work for by Forbes (2019). BuiltIn Chicago, Austin and LA named CCC a top place to work in 2020. Diverse perspectives and experiences are core to CCC's success and award-winning culture of more than 2,000 employees worldwide. We hold inclusion as a core value and are committed to celebrating and cultivating the diversity of our team. With a 40+ year track record of innovation, CCC's tenacious spirit and growth mindset turn next generation technology into real world solutions and empower team members to expand their knowledge and potential. Headquartered in Chicago, CCC has 11 locations worldwide. CCC's principal PE investors are Advent International, Technology Crossover Ventures, and Oak Hill Capital Find out more about CCC by visiting cccis.com.
Job Description Summary
As a Supervisor in our Technical Service and Support organization, this leader plays a critical role in helping to ensure that the all Technical Support Representatives (TSRs) have the training, tools and guidance needed to care for CCC's customers. Leaders in these positions have a critical responsibility to enable team members to achieve individual and team goals, through personal accountability, using:1) Performance observation, facilitated by leadership fundamentals and CCC's performance tools & technology 2) CCC's Performance Management process3) Tech Support's Individual Development Planning Program4) Communication, using a program of ongoing interactions & feedback Additionally, Tech Support Supervisors are expected to collaborate with the necessary support teams (Quality Assurance, Product Delivery, Operations Support) to meet customer expectations and department objectives and goals. Likewise, Supervisors are expected to contribute to our ongoing program focused on enhancing customer experience and improving operational performance and efficiency.
Job Duties
Team Supervisory Responsibilities:
Lead a team of TSRs by providing clear direction; assessing performance; identifying development needs and documenting individualized plans; facilitating ongoing coaching and counseling.
Observe individual TSR performance and behavior to improve performance:

• Monitor customer interactions (phone, email, chat) using Quality Assurance processes, daily observation and customer feedback
• Provide ongoing verbal and formal/informal feedback to enhance performance; consistently address issues in a timely fashion
• Identify performance gaps; implement appropriate, individualized and team refresher training programs

Document & provide ongoing performance feedback through established Performance Management process

• Facilitate both ad hoc and scheduled feedback sessions, including:
  • Annual/ Semi-annual documented Performance Management reviews
  • Weekly/Monthly performance updates
  • Timely, ad hoc feedback sessions to recognize/reward positive contributions or address performance issues
  • Ensure adherence to all company policies
• Address performance issues using established corrective action processes, ensuring timely feedback and adherence to documented improvement plans
  • Insure timely communication with Leadership and Human Resources of any/all performance issues

Drive Employee Engagement:

• Leverage recognition processes to reward and enhance individual and team performance

Miscellaneous:

• Ability to lead a team between 12-20 employees.
• Ability to handle confidential information such as attendance records, compensation, headcount planning, KPI results, etc.

• Solicit employee feedback regarding process and work environment; provide timely response to suggestions and ideas.

Monitor Daily Workflow:
Own the execution of Tech Support's Daily Workforce Optimization plans for our Service Centers. Collaborate with the members of Leadership and our Operations teams on implementation; identify and apply appropriate adjustments (when needed) to meet customer accessibility expectations and center performance metrics.
Lead team in its effort to achieve department service objectives:

• Utilize operational tools to monitor center performance, contact volume; daily planned and unplanned business impacts; employee needs & schedules; adjust accordingly
• Collaborate with the Operations Support Group to develop & execute daily, week, monthly work plans
• Analyze individual, team and department reports for performance gaps and improvement opportunities

Handle or assign customer and department escalations. Collaborate with appropriate teams, both inside and outside of Tech Support, to insure appropriate customer handling:

• Initiate/Own customer troubleshooting process to resolve significant client issues
• Lead communicate and case closure processes, documenting case detail, solution and any next steps.

Enhance Customer Experience / Drive Operational Efficiency:
Through observation and collaboration, identify opportunities to improve customer experience, drive improved operational efficiency, reduce cost & enhance employee engagement.

• Collaborate with Tech Support leaders and frontline; gather feedback and suggestions for breakthrough ideas and/or improvement opportunities. When appropriate. partner across the organization (IS, Sales Field Support) to identify and deliver processes that strengthen client relationships and foster hassle-free internal support & collaboration. Provide critical thought leadership and recommended courses of action for projects and analytical work. Propose break-through ideas that engage our customers and associates, and positively impact the way we deliver service. Utilizing our department ideation processes, collect team member feedback related to improvement suggestions, process frustrations and barriers to providing an easy means of supporting CCC customers.
• Ensure closed-loop feedback with initiator that helps to drive engagement
• Serve as a knowledgeable resource (SME)o obtain answers to business-related questions for our internal business partners.

Qualifications

• College degree preferred; High school diploma (or G.E.D.) with appropriate (related) professional experience acceptable
• Previous leadership / management experience required (4 years) in a Tech Support and/or Call Center environment a preferred
• Minimum 3 years in a Technical Support and/or call center environment, working directly to resolve customer issues
• Previous experience with Call Center tools, reports and applications andCustomer Relationship Management systems