Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!

We are looking for a Call Center Supervisor to ensure the smooth operation of our call center environment. This individual will be responsible for providing support to our agents, resolving any issues they encounter, and ensuring they deliver exceptional service to our customers. The successful candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of CRM systems, particularly Salesforce.

Key Responsibilities:

• Agent Support: Provide guidance, coaching, and support to call center agents to help them resolve customer inquiries efficiently and effectively.
• Issue Resolution: Act as a point of contact for agents encountering difficulties during customer interactions, providing solutions and escalating issues when necessary to ensure timely resolution.
• Salesforce CRM Troubleshooting: Serve as the primary resource for troubleshooting Salesforce CRM issues, offering guidance and training to agents to optimize their use of the system.
• Performance Management: Monitor agent performance metrics, such as call quality, productivity, and customer satisfaction, and implement strategies to improve performance where necessary.
• Training and Development: Develop and deliver training programs to enhance agent skills and knowledge, ensuring they are equipped to meet and exceed performance targets.
• Team Motivation: Foster a positive and motivating work environment to encourage high levels of engagement and performance among call center agents.
• Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement, and presenting findings to senior management.
• Process Improvement: Continuously evaluate call center processes and procedures, identifying opportunities for streamlining operations and enhancing efficiency.

Qualifications:

• Bachelor's degree in Business Administration or related field preferred.
• Proven experience in a call center environment, with at least 1 year in a supervisory or managerial role.
• Strong understanding of CRM systems, particularly Salesforce, with the ability to troubleshoot and resolve issues.
• Excellent communication skills, both verbal and written, with the ability to effectively convey information and instructions to team members.
• Exceptional leadership abilities, with a demonstrated track record of motivating and inspiring teams to achieve goals.
• Analytical mindset with the ability to interpret data and metrics to drive performance improvements.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

Hours:

• Monday to Friday: 12:00 pm - 9:00 pm
• Saturday: 9:00 am - 6:00 pm
• Sunday and one weekday: OFF

Joining our team comes with a range of exciting benefits to support your health, well-being, and professional growth, including:

• Comprehensive health coverage, including dental and vision insurance, to ensure you and your family are taken care of.
• Life insurance provides peace of mind for you and your loved ones.
• Paid time off, allowing you to recharge and enjoy life outside of work.
• Access to a 401(k) plan to help you plan for a secure financial future.
• Employee discount to take advantage of great deals on our products and services.
• Opportunities for paid training to develop your skills and advance your career.
• Fun and exciting company events.

Our organization is an equal opportunity employer and does not discriminate against any candidate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are committed to promoting diversity, equity, and inclusion in our workplace and welcome candidates from all backgrounds to apply for any open positions.