Job Details
**Job Details**
**Contact Center Supervisor, Customer Sales & Service - (CCSCSS)**
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Job Title Contact Center Supervisor, Customer Sales & Service Shift Type Flexible/ Varying Shifts Location Carson - Carson, CA 90810 US (Primary)
Job Description POSITION OBJECTIVE:
This position is responsible for the supervision and oversight of a team of Customer Service agents to attain sales and service goals and provide an exceptional experience for Sees customers.
POSITION RESPONSIBILITIES:
- Provides guidance and leadership to the Customer Service Agents & Tracing staff to exceed customer expectations and achieve company and department goals.
- Monitors live and stored sample calls; coaches for improved performance.
- Participates in data collection and analysis for performance evaluation, trending, and feedback to other departments.
- Participates in recruitment, hiring and orientation of new staff.
- Coordinates with workforce planning area on scheduling issues.
- Documents business policies and procedures.
- Delivers corrective actions and keeps records of employee interactions; provides feedback in disciplinary situations.
- Develops staff through performance management; inspires and motivates team by creating an environment of recognition and positive coaching.
- Supports and promotes departmental sales, service and quality initiatives.
- Identifies, develops and implements processes and procedures that have a positive effect on sales and service.
- Handles escalated calls in a timely manner; investigates and resolves issues to ensure complete customer satisfaction.
- Provides feedback on products, programs and delivery issues to key business partners.
- Assists in the development of training materials. Participates in classroom and on-the-job training of staff to ensure best employee and customer experience.
- Communicates key information regarding Sees products, programs and processes to staff.
- Performs administrative duties, including attendance performance, timekeeping systems (KRONOS) , and monthly safety topics.
- Provides support to all Contact Center staff and management as needed. Completes special projects as assigned by management.
- Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.
- All Sees staff must be committed to the companys core principles and workplace values, including diversity and inclusion.
Job Requirements
- Three to five years customer service experience, preferably in a contact center environment.
- Lead and/or prior supervisory experience required.
- Demonstrated proficiency in advanced level PC skills, including MS Office (Word, Excel, PowerPoint, Outlook, and Visio (work flow charts). Experience with Internet, Adobe Acrobat and QAP software applications required.
- Experience working with LTL delivery/customer service preferred.
- Experienced in both classroom and on-the-job training execution.
- Strong organizational skills; ability to handle multiple tasks.
- Excellent verbal and written communication skills.
- Ability to adapt leadership style with internal/external customers.
- Critical thinker with the ability to analyze and recommend solutions.
- Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
See's is an EOE
Sees will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).
Career Level Experienced (Supervisor) Category Call Center