Contact Center Supervisor

Who You Are and What You'll Do: 

You are an experienced Contact Center Supervisor who thrives on ensuring amazing customer service, meetings contractual service level agreements, and mentoring your team to do great thing. You embody a ‘can-do’ attitude, maintain composure no matter what, and enjoy being a resource for your team. In this role, you will manage a team of Tier 1 contact center agents who work with our loyalty customers by phone and/or email. You will provide guidance, assistance, coaching and feedback to your team while ensuring that service levels are being met at all times.

What you’ll do Day to Day:

• Learn specific client loyalty program guidelines, initially and ongoing
• Serve as a resource for your team for questions and assistance
• Monitor customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with agents
• Develop agent skillsets to ensure competency within current role and applicable future roles.
• Engage each day with a positive, professional, customer-centric & team-oriented outlook
• Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
• Work with internal and external customers and clients to understand and resolve trends and emerging issues.
• Coach, assess, and provide feedback for agents as well as setting team goals
• Prepare team/queue activity reporting; be knowledgeable of events that impact(ed) team performance
• Be the role model for team behavior

Knowledge, Skills and Experience that you will need to be successful in this role:

• At least 1 year of contact center supervisory experience or directly relevant similar managerial experience
• 3-5 years of related, relevant customer service experience
• The ability to communicate in a clear, concise & helpful manner both verbally and written
• The ability to take ownership of queue service levels
• The ability to effectively schedule team to meet customer needs
• The ability to de-escalate customer situations through effective communication and problem-solving skills
• The ability to learn and efficiently use all internal tools and resources
• The ability to work independently, following directions and instruction regarding your role
• Advanced computer knowledge with demonstrated proficiency in Microsoft Excel, and Word.
• A ‘whatever it takes’ attitude to care for customers, agents, and the business
• Ability to demonstrate flexibility and agility with changes in work processes and the work environment
• Strong ability to multitask and meet deadlines
• Ability to make smart decisions quickly and/or under pressure
• High customer service orientation with external/internal customers
• Excellent problem solving skills and the ability to effectively guide agents through issues
• Excellent communication skills (verbal, written, and listening)
• High level of accuracy and attention to detail
• Excellent coaching & feedback delivery ability

Education:

• Minimum High School Education (or GED) 
• Associates or Bachelor’s degree preferred

We are diverse and proud of it. We don’t just accept differences – we embrace, share, and celebrate them! 

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.