CSS Supervisor

This is a fully remote position, open to applicants in Kentucky, +1 more state.

📋 Description

• Supervise a team of customer service professionals to provide outstanding customer experiences while meeting service-level and productivity targets.

• Oversee the daily operations of a team comprising more than 30 employees.

• Mentor team members and deliver performance evaluations utilizing the Fuel Coaching Model.

• Track service levels, workforce compliance, and team scheduling.

• Execute call quality assessments and leverage customer feedback to pinpoint coaching opportunities and enhancements to processes.

• Facilitate team meetings and conduct monthly performance reviews.

• Recognize developmental needs to foster employee growth and engagement.

• Engage in monthly Side-by-Side meetings to review performance, celebrate accomplishments, and discuss areas for improvement.

• Ensure accurate documentation of coaching, performance, and disciplinary actions.

• Collaborate with leadership and teams on operational and customer experience initiatives.

• Report directly to the Sales & Service Manager.

⛳️ Requirements

• A minimum of 3 years of previous supervisory, team leadership, or management experience in a call center, customer service, or a related field.

• Proven skills in coaching and performance management.

• Proficient in Microsoft Teams, Microsoft Office Suite, and D365.

• Must be a resident of Ohio, Kentucky, or Indiana.

• Ability to adapt schedule according to business needs, including supervisor or holiday coverage.

• Availability for a Tuesday to Saturday schedule from 9:00 a.m. to 6:00 p.m.

🏝️ Benefits

• Competitive salary.

• Paid time off.

• Employee assistance program.

• Parental leave.

• Paid volunteer hours.

• Discounts offered by the company.

• Health care benefits commencing on the first day (for the US market).

• 401(k) plan (for the US market).

• Tuition reimbursement options (for the US market).