Job Details
** Customer Care Call Center Supervisor**
**Job Category****:** Customer Care & Call Centers **Requisition Number****:** CONTA002681 Showing 1 location **Job Details**
**Description**
Bluestem Brands is the parent company to five eCommerce retail brands. We have one mission: to build a dynamic retail enterprise that wins with direct-to-consumer excellence and entrepreneurial-minded employees focused on serving our customers unique needs. Our leadership is responsive and supportive, empowering those smart and passionate employees who drive our success. We are continually innovating and improving: we take risks, learn from mistakes and celebrate success as a team.
You work hard, and you deserve more than just a paycheck. Bluestem works to do whats right for employees. From the big things (great benefits, employee discounts and incentive plans) to small touches (jeans-every-day dress code), this is the place youll want to be. And we dont just talk about work-life balance, we try to live it. Join the Bluestem Brands team to make an impact, be inspired and be valued, every day.
We are looking for a Customer Care Supervisor to join our dynamic team in a Remote capacity.
The Customer Care Supervisor is responsible for the oversight and daily management of the Customer Care agents. This person is responsible for supervising the established key performance indicators (KPIs), providing recommendations on the KPIs to continuously drive performance improvement, promoting a culture of teamwork and trust, and driving the corporate strategies and initiatives within their team. They will also be responsible for identifying best practices and process improvements within their team and the organization.
**DUTIES AND RESPONSIBILITIES**
* Engages in their teams personal performance, metrics, adherence, quality etx. Exhibits a strong sense of engagement and accountability toward personal goals and metrics as well as team goals and metrics.
* Provides monitoring and feedback to team members including real time contact monitoring, silent monitoring and recorded call review coaching.
* Leads, trains and coaches agents to understand and comply with all call center objectives, performance standards, key metrics, goals and policies.
* Monitors and evaluates agent performance focusing on accountability, training and coaching opportunities, and takes corrective action when necessary.
* Completes and executes on-going and yearly performance reviews for team in accordance with timelines and policies.
* Drives awareness and focus on first contact resolution empowering agents to solve customer issues when and where it makes sense for the business and the customer.
* Works with other supervisors and management team members to support agents and maximize customer satisfaction.
* Collaborates with agents to help navigate questions regarding difficult customer situations and best practices. Uses professionalism, tact and problem solving skills to de-escalate customer calls and provide solutions. Offers feedback and coaching with agents when applicable.
* Represents team and customer needs at a departmental level in a professional manner.
* Effectively communicates departmental strategy and expectations to team through one on ones and/or team huddles and meetings. Follows up with agents to ensure comprehension and execution.
* Monitors team attendance, manages adherence to schedules and ensure policies are employed uniformly.
* Identifies and communicates changes in call trends to the appropriate divisions.
* Completes payroll processing on time by submitting timecards upon review and approving time off requests in the payroll system.
**QUALIFICATIONS**
* High School Diploma/GED required
* 4+ years of customer service experience analyzing and solving customer problems and 1+ years of experience in a lead capacity role in a call center environment OR a combination of leadership and customer service experience in a fast paced, high volume environment.
* Advanced level or proficiency with computers and current technology.
* Ability to communicate effectively in person, by phone, or via e-mail in a professional and friendly manner.
* Ability to work and interact with professionals as part of a diverse team.
* Ability to coach, train and motivate employees and effectively evaluate performance.
* Excellent organizational, interpersonal, problem solving, written and verbal communication skills.
* Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
* Ability to work in a fast-paced professional environment.
* Strong understanding of revolving and closed end credit products
* Must be able to work weekends, holidays, flexible shifts, and extra hours as needed
* Ability to sit for extended periods of time, with or without reasonable accommodation
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