Contact Center Supervisor

Contact Center Supervisor

The Contact Center Supervisor is responsible for fostering a human-centered, AI environment built on empowerment, accountability, and high performance. This role focuses on coaching and developing Customer Service Representatives while leading within a human-centered, technology-enabled contact center.

• Lead and oversee a remote team of Customer Service Representatives, ensuring service excellence through ongoing monitoring of customer interactions, trend analysis, and timely intervention to address improvement opportunities.
• Provide coaching and development that strengthens performance across all customer service functions and supports the achievement of key business objectives.
• Manage performance through clear expectations, regular feedback, and timely accountability measures that support associate growth and results.
• Demonstrate strong technical acumen and the ability to effectively lead within a human-centered AI contact center environment, leveraging technology to enhance associate performance and elevate customer experience.
• Analyze performance metrics to inform both immediate priorities and long-term goals, while serving as a customer advocate by escalating issues as appropriate to enhance the overall customer experience.
• Establish individual development goals for each associate and hold them accountable for performance expectations.
• Support career development by identifying growth opportunities, encouraging skill-building, and guiding associates in their professional advancement.

Additional Responsibilities

• Document and deliver corrective action plans and performance coaching in a timely manner to drive results.
• Evaluate associate performance through mid-year and annual reviews to assess progress.
• Partner with the staffing agency to address performance-related issues as needed.
• Manage and resolve complex or escalated customer service issues, exercising sound judgment to determine and implement the most effective resolution.
• Communicate policy and procedural changes clearly to ensure consistent understanding and adherence to established processes.
• Contribute to a range of Contact Center projects and new initiatives in support of operational priorities.
• Partner closely with the Workforce team to monitor business needs and ensure key operational performance metrics are achieved.
• Proactively identify and resolve issues that may negatively impact service levels or customer experience.
• Maintain consistent daily communication and engagement with team members through channels such as Microsoft Teams, email, and phone to provide visibility, direction, and remote support.
• Conduct monthly team meetings to communicate critical business and policy updates, while fostering an open forum for feedback.
• Actively recognize and celebrate individual and team achievements to support engagement and morale.
• Identify training needs, facilitate development opportunities, and implement continuous improvements that enhance individual and team performance.
• Participate in the hiring and selection process for new Customer Service Representatives and additional seasonal roles.
• Provide training and onboarding support for new hire classes and the implementation of new business initiatives.

Qualifications

• Proficient in Microsoft Office tools, including Excel, Word, Outlook, and PowerPoint, with strong overall technical aptitude and the ability to quickly learn and apply new systems and technologies.
• Demonstrates strong interpersonal, coaching, and leadership skills, with the ability to motivate associates, manage associate relations issues with professionalism, and influence performance across both contact center and store support environments.
• Strong problem-solving and decision-making skills, with the ability to adapt quickly in a fast-paced, technology-enabled environment.
• Excellent written and verbal communication skills, including the ability to communicate clearly and professionally with internal and external customers.
• To maintain sound judgment, strict confidentiality, and handle sensitive matters with discretion.
• Displays exceptional customer service skills with a passion for elevating the customer experience and developing others to do the same.
• Experience with business processes and procedures related to e-commerce and multi-channel customer access.
• Two or more years of experience in the daily operations of an inbound Customer Contact Center is preferred.
• Leadership experience with a proven ability to motivate, coach, develop talent, and drive team performance.
• Previous experience in the Seasonal Team Coordinator role or equivalent experience.
• Experience using AI tools and prompting techniques to support coaching, decision-making, and operational effectiveness in a customer service or contact center environment.

Schedule

Days off vary, based on business needs. 40 hours shift (Peak - extended hours which may vary): 11:30 AM - 8:00 PM Monday - Friday, 10:00 AM - 6:30 PM Saturday and Sunday.