Customer Service Supervisor

2 weeks ago

St Petersburg, United States Kobie Marketing Full time
About the Role

We are seeking a highly skilled Contact Center Supervisor to join our team at Kobie Marketing. As a key member of our customer service team, you will be responsible for ensuring exceptional customer experiences, meeting contractual service level agreements, and mentoring your team to achieve great results.

Key Responsibilities
  • Learn specific client loyalty program guidelines and provide guidance to your team
  • Serve as a resource for your team, answering questions and providing assistance
  • Monitor customer interactions, assessing interactions and providing feedback and goal-setting with agents
  • Develop agent skillsets to ensure competency within current roles and applicable future roles
  • Engage daily with a positive, professional, customer-centric, and team-oriented outlook
  • Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
  • Work with internal and external customers and clients to understand and resolve trends and emerging issues
  • Coach, assess, and provide feedback for agents, as well as setting team goals
  • Prepare team/queue activity reporting and be knowledgeable of events that impact team performance
  • Conduct ongoing interviews for new call center agents to meet operational needs
Requirements
  • 1+ years of contact center supervisory experience or directly relevant similar managerial experience, including conducting interviews
  • 3-5 years of relevant customer service experience
  • The ability to communicate in a clear, concise, and helpful manner both verbally and written
  • The ability to take ownership of queue service levels
  • Experience de-escalating customer situations through effective communication and problem-solving skills
  • The ability to work independently, following directions and instruction regarding your role
  • Advanced computer knowledge with demonstrated proficiency in Microsoft Excel and Word
  • A 'whatever it takes' attitude to care for customers, agents, and the business
  • Ability to demonstrate flexibility and agility with changes in work processes and the work environment
  • Strong ability to multitask and meet deadlines
  • Ability to make smart decisions quickly and/or under pressure
  • High customer service orientation with external/internal customers
  • Excellent problem-solving skills and the ability to effectively guide agents through issues
  • Excellent communication skills (verbal, written, and listening)
  • High level of accuracy and attention to detail with excellent coaching and feedback delivery ability
What We Offer

At Kobie Marketing, we offer a comprehensive benefits package, including robust health insurance and benefits options, free fitness programs, and generous vacation time. We also provide opportunities for career growth and development, with a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey.

We are an equal opportunity employer and welcome diversity in the workplace. We are committed to fostering a workplace where teammates feel welcomed to bring their authentic selves to work every day.

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