Description

Ashley Furniture Home Stores, the #1 Furniture and Mattress Retailer, is hiring a Call Center Supervisor for our call center in

Fredericksburg, VA

• Job Summary

The primary function of the Call Center supervisor is to provide consistent oversight to inbound call operations and to ensure requests are completed properly and in a professional manner.

• Core Knowledge Base
  • Deep understanding of operational functions within a Call Center Department and understanding of how Call Center impacts the entire business.
  • Working knowledge of furniture terminology and repair limitations preferred
  • Ability to network with key players and decision makers.
• Duties
  • Provide real time coaching and mentorship to Level 1 and Level 2 staff by following the established Call Center policies and procedures.
  • Report any potential personnel, process, morale, policy, or workflow concerns to Call Center Manager
  • Ability to accurately perform all operational functions within the call center.
  • Keep Call Center staff on schedule to ensure adequate phone coverage by monitoring agent status, break schedules, and adjust as needed.
  • Continuously monitors call center software to know agent status, agent hold times, potential escalations, and mentors Level 2 staff and coaches as needed
  • Completes assigned Reporting functions
  • Accepts inbound/Dispatch/Sales calls per established SOP
  • Partners with staff, or solely conducts team huddles, refresher training, product training
  • Answers level 3 escalations and follows established de-escalation process.
  • Actively participates in leadership huddles, process reviews, and quality assurance functions.
  • Clearly communicates personnel observations and provides on the spot correction when needed
  • Mentors Level 2 staff to act in absence of Supervisor
  • Available to provide guidance to staff during all hours of operation
  • Other duties as assigned

Qualifications

• Skills
  • Supervisory - Ability to enforce operational requirements with a team of call center representatives, provide on the spot operational coaching/training to Level 2 staff, and representatives in a positive and empathetic manner. Identify and report real-time call center concerns and engage Manager as needed
  • Sound Judgement Skills – Ability to professionally negotiate with customers in an ethical and factual manner, while holding the best interest of T&T Distribution in mind

• • Customer Service Experience – Ability to expertly handle escalated customers while maintaining control of conversation. Skilled in de-escalation strategies
  • Leadership – Ability to motivate staff through creative methods, assist in instilling a team environment of support and growth. Always leads by example
  • Communication Skills – Excellent verbal and written communication skills to interact with representatives, peers, leadership team, and Executive team. Ability to accurately validate concerns, research facts, and submit findings and recommended resolutions to Manager for review.
  • Continuous Quality Improvement – Ability to accurately analyze and identify areas in personnel, process, procedures that require a quality review and reviews with manager for action plan.
  • Attention to Detail -
  • Time Management Skills – Ensures call center staff stay on set schedules for breaks, lunches and training by monitoring and directing Level 2 staff. Ability to immediately adjust schedules as needed to ensure phone coverage during call center operating hours
  • Mentors Level 2 staff for Supervisor Position
  • Technology - Basic knowledge or ability to gain knowledge in: Microsoft Suite, 365, SharePoint, Outlook, Teams, Ring Central, Ring CX, Paycom, iConnect

• Authorities
  • Able to act on behalf of manager in manager absence for customer concerns.
  • Provide on the spot coaching as needed to Level2/ Representative staff
  • Ability to deliver verbal warnings to Level 2 staff, call center representatives in the presence of Call Center Manager
  • Ability to temporarily change call center schedule as needed to ensure adequate phone coverage.