Unit Supervisor
2 weeks ago
is a leading omnichannel retail company committed to strengthening the connections between our customers and their loved ones by delivering Comfort and Joy through our products and experience.
We deliver this by the joy of giving gifts to a loved one, the comfort of snuggling up with a great book or to watch an enjoyable video, or in the case of Support Plus the comfort of relieving pain or providing a solution.
This person is agile and thrives on coaching and developing others.The Supervisor will have a strong sense of teamwork and will collaborate with others and provide leadership and training to our Contact Center team members to ensure that all objectives are being met.
This is a Full-time opportunity with a work schedule of 10:30am-7:00pm Tuesday through Friday and 9:00am-5:30pm SaturdayCoach, counsel and provide appropriate training of staff members to achieve acceptable performance standards and departmental goals.
Participate in interviewing, hiring, and training of staff members.
Complete timely call reviews, email/live chat reviews, and agent reviews to ensure that productivity, monitoring scores, and attendance meet goals.
Ensure appropriate training of staff to complete all cross-over department roles, to include mail, outbound and drop ship functions.
Complete yearly reviews and attendance performance reviews as needed.Promote and ensure high quality customer service.
Manage phone routing to maintain department goals.
Maintain relationship with outsource call centers and continuously communicate changes to call volumes.
Communicate company/department changes to immediate staff.
Complete agent functions, as needed, due to shifts in order volume.
Assist other departments and supervisors with coverage and/or on projects, as needed.
Proficiency in Microsoft Word and Excel
General knowledge of websites, email and live chat programs
Must be able to work overtime and/or a different shift from October – January
Apply today for immediate consideration
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