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Title:  Supervisor Client Management

Requisition Id:  456
Job Function:  Customer Experience
Career Area:  Customer Service
Position Purpose:

Directly manages and supports, through staffing and talent management processes, a staff of Client Operations Support Representatives in Retrieval Operations. This position is accountable for ensuring that consumer requests, product inquiries, and recall jobs are completed in a timely, accurate, and cost-effective manner. This position will serve as the Subject Matter Expert for system and processes that impact Retrieval Operations.

Key Job Activities:

1) As a Supervisor, you will be expected to:
• Select, train, and develop qualified, diverse workforce. Perform call monitoring and skill verification on an ongoing basis.
• Establishes and communicates performance standards and objectives; conducts performance appraisals. Recommends salary adjustments, promotions and disciplinary action.
• Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources. Administers all Stericycle company policies and procedures.
• Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
• Monitors and ensures that team members are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries.


2) Ensures all locations are assigned and works with Client Managers to confirm they are completed appropriately.

3) Works to ensure that new or enhanced training for the auditor base is disseminated to all necessary groups.

4) Reviews systems and reports for errors relating to the retrieval work/processes.

5) Serves as point of contact for escalation calls from representatives about problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments. Take proactive steps as appropriate and maintain compliance Complaint Tracking System.

6) May serve on project teams and/or help develop new processes and procedures for the overall team.

7) Will have responsibility for implementing compliance procedures with federal and state regulations on an occasional basis.

Education:
Required Education: in Bachelors or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 8-10
Experience (EMEAA):
Certifications and/or Licenses:
Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.


Nearest Major Market: Atlanta