Title: Call Center Supervisor

Supervisor: Director, Contact Center

Brand: Hale Groves

Work Location: Vero Beach, FL(On-site)

General Function 

Oversee and guide Call Center Agents tasked with handling phone sales orders, customer inquiries, email communications, chat, and other correspondences within a seasonal call center setting. The goal is to guarantee that all customer interactions are handled proficiently and effectively, aligning with our established policies and procedures to achieve excellence in customer care.

Mission 

To ensure that agents are providing the best customer experience through training, coaching and monitoring on a daily basis.

Key Performance Indicators (KPIs)

• Agent Performance
• Scheduled Adherence
• Abandon Rate
• Customer Satisfaction

Roles & Responsibilities 

• Conduct training sessions for both in-house and remote agents on tools and platforms such as Microsoft Dynamics AX, inContact, and email management
• Collaborate with external partners to ensure efficient processing and servicing of orders
• Provide ongoing monitoring and coaching to agents to enhance performance
• Handle and resolve escalated customer calls requiring supervisor intervention
• Manage weekly agent scheduling, ensuring appropriate coverage, including allocation of breaks and lunch periods
• Generate and analyze reports to improve call center efficiency and service delivery
• Continuously update and provide training on new procedures and operational changes
• Participate in the hiring process, including conducting interviews, making hiring recommendations to HR, coordinating scheduling, and maintaining records for potential rehire evaluations.
• Review and approve weekly payroll submissions
• Lead quality assurance efforts to maintain high service standards
• Executes all down time in an emergency operation procedure and processes as appropriate
• In addition to supervisory duties, the supervisor will assume the role of a call center agent during off-peak periods and as required during high-volume seasons to ensure optimal service levels are maintained.

Education, Experience & Qualifications 

• High school diploma or GED required: college is preferred.
• 2 years’ experience in a supervisory or managerial capacity within a call center environment, leading a team and monitoring metrics and performance
• Strong leadership skills, experience mentoring and coaching, outstanding written and verbal skills are essential.
• Must have the ability to multi-task and be able to prioritize in a fast-paced environment
• Knowledge of Call Center systems such as Microsoft Dynamics AX, Power Point, Microsoft Word and Excel
• Willingness to learn specialized programs, training and technology
• Proficient technical skills and a solid understanding of computer operations, telephone, email and internet
• Good listening skills
• Exhibits exceptional composure and the ability to remain calm under pressure, particularly during escalated customer interactions, ensuring effective resolution and customer satisfaction
• Excellent oral and written communication skills including proper grammar and language proficiency
• Self-motivated, responsible, dependable and prompt individual with excellent attendance
• Ability to motivate and engage a team

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms and talk or hear. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and ability to adjust focus. 

The peak season for Indrio Brands spans from November through January. PTO blackouts may apply in peak season.

EEOC Statement

Indrio Brands, LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other legally protected statuses under the law.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.