Customer Service Supervisor

1 week ago

Tonawanda, New York, United States Massage Envy Full time

The Customer Service Supervisor (Call Center) will assist in overseeing the daily operations of the Call Center team, ensuring compliance with the policies & procedures, and identifying performance improvement opportunities. The Call Center Supervisor will assist in the resolution of any issues reported by members and guests. This role will assist in the training and monitoring the Call Center Representative staff and report to the Call Center Manager.

SCHEDULE REQUIREMENTS:

Qualified candidates must have open availability and be able to work a flexible schedule from 8:00am - 7:00pm - 7 days a week.

JOB RESPONSIBILITIES:

  • Manages and oversees a team of call center agents.
  • Motivates and supports agents through feedback and communication.
  • Measures KPI's like inbound calls, call waiting, and call abandonment.
  • Assists with taking agents' calls if they can't handle the workload.
  • Improves quality of results by recommending changes.
  • Provide real-time agent coaching and feedback through call monitoring, performance reports, and one-on-one coaching sessions to enhance job knowledge, customer service skills, sales and efficiency.
  • Provides product/service information by answering questions and offering assistance.
  • Keep track of employee attendance, and make sure work procedures are complied with.
  • Assist in hiring and onboarding new employees.
  • Prepares weekly, monthly and annual performance reports.
  • Creates targets maintain a culture of accountability and engagement by conducting weekly performance check-ins, team huddles, and feedback sessions to drive continuous goals for improvement.

SKILL REQUIRMENTS:

  • Prior Call Center / Customer Service Management is REQUIRED
  • Ability to remain calm and respectful under pressure
  • Exceptional customer service expertise
  • Strong verbal and written communication skills
  • Organizational skills and attention to detail
  • Familiarity with quality assurance and data analysis
  • Excellent negotiation and problem-solving skills
  • Ability to lead in a diverse, fast-paced, ever-changing environment
  • Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
  • Maintain a level of persistence and follow-up to ensure team is fully supported
  • Excellent time management skills (prioritizing and follow-up)
  • Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders.
  • Proficient in Microsoft office suite, emphasis Excel or Google Sheets
  • Performance coaching and team growth skills
  • Proficient telephony application knowledge

MINIUMUM QUALIFICATIONS:

  • Required: Minimum 2 years of experience in call center management role, process improvement and operational performance management.

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