Customer Service Operations Leader

2 weeks ago

Saint Petersburg, United States Kobie Full time
Position Overview

Why You Will Appreciate Working at a Nationally Recognized Workplace

We are a premier organization in loyalty marketing.

Our collaborations with renowned global brands allow us to provide comprehensive loyalty solutions that enhance customer experiences. With a strategy-focused and technology-driven methodology, we consistently earn accolades as an industry frontrunner. Our loyalty initiatives engage over 500 million consumers, establishing significant brand partnerships and a specialized niche in the loyalty sector where results are paramount.

Our Mission and Values

Our objective is to enhance enterprise value through loyalty for our clients. Every position at Kobie plays a vital role in achieving this goal.

We are committed to our values at every level. Throughout our 30+ year history, we have cultivated a vibrant, trustworthy, and transparent workplace. We prioritize leadership and accountability. Our hybrid work model, personal leave, casual dress policy, and emphasis on diversity and inclusion contribute to a culture that instills pride in our team members. This pride is reflected in the exceptional service we provide to our clients.

About the Team and Our Collaborative Efforts

As a Contact Center Supervisor, you excel at delivering outstanding customer service, meeting service level agreements, and guiding your team to achieve excellence. You embody a proactive mindset, maintain composure in challenging situations, and take pleasure in being a resource for your team. In this role, you will recruit and oversee a team of Tier 1 Contact Center Agents who assist our loyalty customers via phone and/or email. You will offer direction, support, coaching, and constructive feedback to your team while ensuring that service standards are consistently met.

Your Impact

  • Acquire in-depth knowledge of specific client loyalty program guidelines, both initially and continuously.
  • Act as a reliable resource for your team, addressing inquiries and providing assistance.
  • Monitor customer interactions (including live and recorded calls, as well as emails), evaluate these interactions, and provide feedback and goal-setting for agents.
  • Enhance agent skill sets to ensure proficiency in their current roles and readiness for future opportunities.
  • Engage daily with a positive, professional, customer-focused, and team-oriented attitude.
  • Comply with schedules and company policies and procedures related to customer account servicing and employee supervision.
  • Collaborate with internal and external stakeholders to identify and resolve trends and emerging issues.
  • Coach, evaluate, and provide feedback for agents while establishing team objectives.
  • Prepare reports on team/queue activities; maintain awareness of events affecting team performance.
  • Conduct ongoing interviews for new call center agents to fulfill operational requirements.

Qualifications for Success

  • Minimum of 1 year of supervisory experience in a contact center or relevant managerial role, including conducting interviews.
  • 3-5 years of relevant customer service experience.
  • Ability to communicate clearly, concisely, and helpfully in both verbal and written formats.
  • Capacity to take ownership of service levels within the queue.
  • Experience in de-escalating customer situations through effective communication and problem-solving skills.
  • Ability to work independently while following directions and instructions related to your role.
  • Advanced computer skills with demonstrated proficiency in Microsoft Excel and Word.
  • A 'whatever it takes' mindset to support customers, agents, and the organization.
  • Flexibility and adaptability to changes in work processes and environments.
  • Strong multitasking abilities and capability to meet deadlines.
  • Ability to make informed decisions quickly and under pressure.
  • High customer service orientation with both external and internal clients.
  • Excellent problem-solving skills and the ability to effectively guide agents through challenges.
  • Outstanding communication skills (verbal, written, and listening).
  • High level of accuracy and attention to detail, with strong coaching and feedback delivery skills.

Educational Requirements

  • Minimum High School Diploma (or GED).
  • Associate's or Bachelor's degree preferred.

Our Commitment to Teammates

We prioritize the mental and physical well-being of our employees, offering comprehensive health insurance and benefits, free fitness programs, and generous vacation time. In today's competitive job market, we recognize that employees seek opportunities that align with their lives. For those interested in career advancement, Kobie is an ideal environment. We have developed a thorough people strategy that guides every teammate in their career progression. Beyond career advancement, Kobie's competitive compensation, 401k matching, annual profit sharing, and bonuses make it an excellent place to build your career.

Kobie: A Place for Everyone

We not only accept differences but also embrace, share, and celebrate them.

Employment at Kobie is based solely on merit and qualifications directly related to professional competence. We are committed to fostering a workplace where teammates can draw upon their diverse backgrounds, experiences, and perspectives, ensuring they feel welcomed to bring their authentic selves to work every day.

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