Contact Center Supervisor – Consumer Products Account

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and mentor the Customer Service Representative team through providing direction, feedback, conducting contact reviews, and holding coaching sessions.

• Analyze metrics reports, relay individual statistics, and oversee team as well as CSR productivity.

• Perform quality monitoring and document results of monitoring and coaching in accordance with established SOPs.

• Contribute to the annual performance evaluations of CSR personnel.

• Act as the primary point of contact for CSR inquiries regarding customer issues and escalations.

• Ensure adherence to proper customer-handling protocols and assist CSRs with their questions.

• Suggest and develop template responses for the client's social media tool.

• Recommend process enhancements related to contact coding, product information, and response recommendations.

• Prepare and revise FAQs, training materials, and reports for the Account Manager’s review and approval.

• Submit IT support tickets for CSRs and the team.

• Create weekly CSR schedules and modify them to guarantee client coverage.

• Manage time-off requests and track attendance in line with company policies.

• Notify the team regarding unscheduled schedule changes.

• Engage in new-hire interviews and assist with onboarding under the guidance of the Account Manager.

• Get involved in client training programs and ensure that SOP and FAQ documents are up-to-date.

• Keep the Learning Management System (LMS) current.

• Collaborate with the Training Coordinator to educate end users on the client’s social community management tool.

⛳️ Requirements

• In-depth knowledge of contact center operations and the performance drivers necessary for meeting client objectives.

• Consultative customer service abilities, including the capacity to assess customer situations and offer appropriate solutions.

• Quick learner who can adapt to evolving requirements and urgent projects.

• Solution-focused, optimistic outlook that embraces change and ambitious targets.

• Strong organizational capabilities alongside the ability to prioritize tasks with minimal assistance.

• Proficient in identifying issues and formulating as well as executing solutions.

• Exceptional interpersonal, communication, and organizational abilities.

• Capability to work collaboratively while managing multiple projects across varying timelines in a dynamic environment.

• Solid computer skills with experience in using various software applications.

• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.

• Proven track record of providing technical support and troubleshooting support through diverse channels.

• At least three years of customer service experience with supervisory responsibilities, ideally in a call center setting.

• Must possess authorization to work in the US without sponsorship.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.