Contact Center Supervisor – Consumer Products Account

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

📋 Description

• Mentor and assist a team of Customer Service Representatives (CSRs).

• Offer guidance and constructive feedback to enhance consumer responses through contact evaluations.

• Analyze metrics reports and relay individual performance statistics to CSRs.

• Oversee team and CSR productivity.

• Conduct quality assessments and engage in feedback and coaching sessions with CSRs and the Account Manager.

• Record quality monitoring and coaching outcomes in accordance with established SOPs.

• Contribute insights for annual CSR performance evaluations.

• Act as the primary point of contact for CSR support with customer issues and escalations.

• Ensure adherence to proper procedures and respond to CSR inquiries concerning consumer management.

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

• Recommend process enhancements to the Account Manager.

• Create and revise FAQs, training materials, and reports.

• Submit IT requests for CSRs and the team.

• Organize and modify weekly CSR work schedules.

• Oversee time-off requests and maintain attendance records.

• Notify the team regarding unexpected schedule changes.

• Participate in interviews for new hires.

• Manage the new employee onboarding program alongside the Account Manager.

• Engage in client training initiatives and keep SOPs, FAQs, and LMS materials updated.

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

⛳️ Requirements

• In-depth knowledge of the contact center environment and key factors to boost performance and meet client objectives.

• Consultative customer service abilities, including assessing customer situations and proposing solutions.

• Quick learning capability and adaptability to evolving needs and urgent projects.

• Solution-focused and positive attitude that welcomes change and ambitious goals.

• Excellent organizational skills with the capacity to prioritize tasks independently.

• Proficient in identifying problems and formulating and implementing solutions.

• Outstanding interpersonal, communication, and organizational skills.

• Ability to collaborate effectively while managing multiple projects on various timelines in a dynamic environment.

• Strong computer proficiency with various software applications.

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

• Proven capability to provide technical support and troubleshooting through multiple channels.

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

• Must be eligible to work in the US without sponsorship.

🏝️ Benefits

• Fully remote work arrangement.

• Equal Opportunity/Affirmative Action employer.