Contact Center Supervisor – Consumer Products Account

Job Description:

• Coach and support a team of Customer Service Representatives (CSRs)
• Provide direction and feedback to improve consumer responses through contact reviews
• Review metrics reports and communicate individual statistics to CSRs
• Monitor team and CSR productivity
• Conduct quality monitoring and participate in feedback and coaching sessions with CSRs and the Account Manager
• Document quality monitoring and coaching results according to established SOPs
• Provide input to annual CSR performance appraisals
• Serve as the first point of contact for CSR assistance with customer concerns and escalations
• Ensure correct procedures are followed and answer CSR questions regarding consumer handling
• Recommend and create template responses for the client social tool
• Propose process improvements to the Account Manager
• Draft and update FAQs, training documents, and reports
• Submit IT tickets for CSRs and the team
• Prepare and adjust weekly CSR schedules
• Manage time-off requests and document attendance
• Alert the team to unplanned schedule adjustments
• Participate in new-hire interviews
• Coordinate the new-hire onboarding program under the Account Manager
• Participate in client training initiatives and maintain current SOPs, FAQs, and LMS materials
• Partner with the Training Coordinator to train users on the client social community management tool

Requirements:

• Strong understanding of the contact center environment and key levers to enhance performance and achieve client targets
• Consultative customer service skills, including analyzing customer situations and presenting solutions
• Ability to learn quickly and adapt to changing needs and urgent projects
• Solution-oriented and positive mindset that embraces change and stretch goals
• Strong organizational skills and ability to prioritize objectives with little-to-no assistance
• Ability to identify issues and create and execute solutions
• Excellent interpersonal, communication, and organizational skills
• Ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
• Strong computer experience working on multiple software programs
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Demonstrated ability to provide technical support and troubleshooting via multiple channels
• Three years of customer service experience with supervisory duties, preferably in a call center
• Must be authorized to work in the US without sponsorship

Benefits:

• Fully remote work arrangement
• Equal Opportunity/Affirmative Action employer