Call Center Supervisor

CUSTOMER CARE SUPERVISOR

Our Values:

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

Purpose:

The Customer Care Supervisor is responsible for coaching, training, and developing customer care agents to achieve departmental goals. This role is designed to motivate and guide call center agents as they answer questions, handle complaints, and deliver outstanding service across all customer contact channels.

The Supervisor will play a key role in enhancing agent knowledge and skills through consistent coaching, feedback, and support. Because the contact center manages multiple communication channels including calls, emails, chats, and text messages, the Supervisor must effectively manage performance and workflows to ensure timely and accurate resolution of all customer issues.

General Description of duties: This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization. Ensure adherence to designated policies and procedures with a company focus on mind.

Leadership and Team Development

• Coach, train, hire and develop agents to meet or exceed individual and departmental performance goals.
• Conduct regular quality and service audits; provide timely feedback and performance coaching.
• Lead weekly and monthly huddles, department rallies, and team contests to drive engagement and performance.
• Combat attrition through creative engagement and recognition strategies.
• Complete regular performance reviews, performance feedback, and corrective actions as necessary.

Operations and Performance Management

• Monitor agent performance, contact volume, and schedule adherence to maintain department service levels.
• Track NPS, CSAT, and First Contact Resolution metrics across all channels (calls, emails, chats, and text) and create training to reinforce best practices to deliver outstanding customer service.
• Create and manage agent schedules that align with business needs ensuring all job functions are being worked within Service level standards.
• Manage and approve time, attendance, and payroll records accurately and on time.
• Track customer escalations, ensuring accountability and timely resolution.

Cross-Functional Collaboration

• Work closely with internal teams and external partners to resolve escalated customer issues with urgency and empathy in all contact channels including Google Reviews for stores.
• Partner with warehouse, delivery, and store operations teams to resolve service-related concerns.
• Work with Specialist(s) to capture opportunities to reduce escalations and improve overall customer experience through training opportunities.
• Coordinate with partners to improve business processes and communication flow by creating training content.
• Assist with litigation and customer investigations as needed.

Continuous Improvement

• Identify upstream opportunities to reduce inbound contacts and improve process efficiency through training.
• Facilitate, update and develop training materials when policies or procedures change.
• Define and maintain standard operating procedures (SOPs) for team roles and reporting.
• Monitor department and partner emails to ensure timely follow-up and resolution.
• Participate in special projects and other initiatives as assigned.

Qualifications:

• Has demonstrated success in a high-volume call center environment
• Exceptional written and verbal communication skills
• Manage multiple, on-going, and high priority assignments at the same time
• Work independently

Requirements:

• Associates Degree in Management or Business preferred
• Bachelor’s Degree preferred
• 5-7 years customer service experience in a call center environment
• 2-5 years managing employees in a fast-paced environment

Work Requirements:

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 stand, sit, talk, hear, see, bend, twist, and lift 50 pounds. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Confidential – For the use of appropriate Morris Furniture Co., Inc. employees only. Employment is at will. Neither this document, nor any other, unless specifically approved in writing by the CEO, Director of Human Resources, is to be construed as an employment contract. Morris Furniture Co., Inc. is an equal opportunity employer who is dedicated to a harassment-free environment. All Job Descriptions must be approved through Human Resources.