Customer Service Operations Leader
1 week ago
Why You'll Appreciate Working with a Recognized National Employer
We are a premier player in the loyalty marketing sector.
Our collaborations with globally recognized brands allow us to provide exceptional, comprehensive loyalty solutions that enhance customer experiences. Our strategic, technology-driven methodology consistently earns us accolades as an industry frontrunner. Our loyalty initiatives connect with over 500 million consumers, establishing significant brand partnerships and a stronghold in the loyalty domain where results are paramount.
Our Mission and Core Values
At Kobie, our mission is to enhance enterprise value through loyalty for our clients. Every position within our organization plays a crucial role in fulfilling this mission.
We are committed to our values at every level. Over our 30+ years, we have cultivated a dynamic, trustworthy, and transparent workplace. We champion leadership and accountability. Our hybrid work model, personal time off, casual dress code, 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 will excel in delivering outstanding customer service, achieving contractual service level agreements, and guiding your team to success. You will embody a proactive mindset, maintain composure in all situations, and serve as a valuable 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 levels are consistently met.
Your Impact on the Organization
- Understand specific client loyalty program protocols, both initially and continuously.
- Act as a resource for your team regarding inquiries and support.
- Evaluate customer interactions (both live and recorded calls, as well as emails), providing assessments and setting goals with agents.
- Enhance agent skill sets to ensure proficiency in their current roles and potential future roles.
- Engage daily with a positive, professional, customer-focused, and team-oriented approach.
- Adhere to schedules and company policies related to customer account servicing and employee supervision.
- Collaborate with internal and external clients to identify and address trends and emerging issues.
- Coach, evaluate, and provide feedback for agents while establishing team objectives.
- Prepare reports on team/queue activities; stay informed about events impacting team performance.
- Conduct ongoing interviews for new call center agents to fulfill operational requirements.
Qualifications for Success
- 1+ years of supervisory experience in a contact center or directly relevant managerial experience, including conducting interviews.
- 3-5 years of pertinent customer service experience.
- Ability to communicate clearly, concisely, and helpfully in both verbal and written forms.
- Capability to take ownership of queue service levels.
- Experience in de-escalating customer situations through effective communication and problem-solving skills.
- Ability to work independently while following instructions related to your role.
- Advanced computer skills with demonstrated proficiency in Microsoft Excel and Word.
- A 'whatever it takes' attitude to support customers, agents, and the organization.
- Flexibility and adaptability to changes in work processes and environments.
- Strong multitasking abilities and capacity 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 excellent coaching and feedback delivery skills.
Educational Requirements
- Minimum High School Education (or GED).
- Associate's or Bachelor's degree preferred.
Our Commitment to Our Team
We prioritize the mental and physical well-being of our employees, making health a top priority at Kobie. From comprehensive health insurance and benefits options to free fitness programs, along with generous vacation time, we fully support your health needs. In today's competitive job market, we recognize that employees are selective about what aligns with their lives. For those seeking career advancement, Kobie is an ideal environment. We have developed a robust people strategy that empowers every team member to navigate their career journey. Beyond career progression, 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 an individual's merit and qualifications, directly related to professional competence. We do not discriminate against any team member or applicant based on race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related conditions (including breastfeeding), or any other basis under the law.
We are deeply committed to fostering a workplace where team members can draw upon their diverse backgrounds, experiences, and perspectives, ensuring they feel welcomed to bring their authentic selves to work every day. While our leadership team fully supports our policy of nondiscrimination and equal opportunity, all team members share the responsibility to incorporate the principles of equity, diversity, and inclusion throughout Kobie.
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