Cayuse Holdings
  • 16-Jul-2021 to Until Filled (HST)
  • Cayuse Commercial Services
  • Pendleton, OR, USA
  • Full Time

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.


SUMMARY:

  • Position is responsible for leading a diverse group of employees that provide BPO services to client customers in accordance with targets and guidelines set by service agreements.
  • Performs all duties and responsibilities in accordance with the Core Values of Cayuse.
  • Teams with supervisor peers and/or team leads to provide supervision to ESS EAs and ACSC Agents assuring supervisory coverage during hours of operation
  • Shares and balances workload, supports, collaborates, and communicates with supervisor and/or team lead to assure quality of service to clients
  • Supports integration of new supervisors; acts as mentor when appropriate
  • Supervisory responsibilities include but are not limited to: approving timesheets, performance evaluations, scheduling, assisting in the hiring and selection process, staff development and related duties
  • Oversees the processing of all requested services to meet client and business needs
  • Requires understanding of selected tools, processes, customers and client requirements
  • Ensures that timely coaching is provided to assigned staff on a regular basis focusing specifically on performance feedback
    provides or facilitates refresher training/updates to staff as required
  • Coordinates idle time work within and across teams as appropriate
  • Creates and distributes reports on a timely basis to key client representatives and internal Cayuse management
  • Acts as the escalation point to resolve difficult customer situations and challenges
  • Ability to apply and follow through on Cayuse and Client policy and performance expectations
  • Other duties as assigned.

RESPONSIBILITIES:

  • Responsible for supervising an assigned team of direct reports providing BPO services to Accenture clients. This can include Accenture Customer Service Center (ACSC) Agents that are responsible for incoming/outgoing customer inquiries and other client services, and/or Executive Support Services (ESS) Executive Assistants (EAs) providing administrative support to clients in a virtual environment
  • Acts as a liaison with key client contacts providing scheduled reports and ad hoc information as required by the clients and terms of the service level agreements
  • Ensures that workload standards are being met according to the expectations and guidelines established for the department through workload and performance management
  • Thorough knowledge of Cayuse and BPO policies, procedures and systems
  • Teams with supervisor peers and/or team leads to provide supervision to ESS EAs and ACSC Agents assuring supervisory coverage during hours of operation
  • Shares and balances workload, supports, collaborates, and communicates with supervisor and/or team lead to assure quality of service to clients
  • Supports integration of new supervisors; acts as mentor when appropriate
  • Supervisory responsibilities include but are not limited to: approving timesheets, performance evaluations, scheduling, assisting in the hiring and selection process, staff development and related duties
  • Oversees the processing of all requested services to meet client and business needs
  • Requires understanding of selected tools, processes, customers and client requirements
  • Ensures that timely coaching is provided to assigned staff on a regular basis focusing specifically on performance feedback
    provides or facilitates refresher training/updates to staff as required
  • Coordinates idle time work within and across teams as appropriate
  • Creates and distributes reports on a timely basis to key client representatives and internal Cayuse management
  • Acts as the escalation point to resolve difficult customer situations and challenges
  • Ability to apply and follow through on Cayuse and Client policy and performance expectations
  • Speaks with clarity, articulation, and is aware of own non-verbal communication.
  • Well-developed negotiating and presentation skills
  • Ability to work under pressure ensuring that time lines and deadlines are achieved while providing high levels of service to the client
  • Demonstrates ability to learn quickly and thrive in a high-energy team environment.
  • Strong leadership, communication, organizational, interpersonal and time management skills, including excellent oral and written communication skills
  • Proven analytical, problem-solving and cost effective decision making skills
  • Strong skills in follow up and follow through required
  • A strong customer focus and an ability to work well in teams or as an individual
  • Acts as a role model to staff; coaches and leads by example
  • Must be able to work independently, as well as with a team.
  • Ability to function in a diverse work environment.

MINIMUM QUALIFICATIONS:

  • High School diploma or GED plus post-secondary education or equivalent of 3-5 years of work experience in a related industry

DESIRED QUALIFICATIONS:

  • Previous supervisory experience in a similar environment strongly preferred

As an equal opportunity employer, Cayuse Commercial Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Recruiting Department at (541) 278-8200 for assistance.

Cayuse Holdings
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