CSS Supervisor Cornerstone Brands

Your Opportunity, Your Team

This role is remote; job seekers must reside in one of the following states to be considered: Ohio, Kentucky, Indiana.

Schedule

Flexibility to adjust schedule based on our needs such as supervisor or holiday coverage. You'll work a Tuesday – Saturday schedule (9:00 a.m. – 6:00 p.m.).

Responsibilities

• Manage the daily performance of a 30+ employee team, ensuring service, quality, productivity, and customer satisfaction goals are achieved.
• Coach and provide performance feedback using the Fuel Coaching Model.
• Monitor service levels, workforce adherence, and team schedules.
• Conduct call quality reviews and use customer insights to identify coaching opportunities and process improvements.
• Lead team meetings and monthly measurement reviews to communicate expectations, performance results, and business updates.
• Identify development needs to support employee growth and engagement.
• Participate in monthly Side-by-Side meetings to review team performance, recognize achievements, and address opportunities.
• Maintain accurate coaching, performance, and disciplinary documentation.
• Partner with leadership and teams to support operational and customer experience projects.

Requirements

• Previous supervisory, team lead, or management experience in a call center, customer service, or related environment amounting to 3 years.
• Demonstrated coaching and performance management skills.
• Proficiency in Microsoft Teams, Suite, and D365.

Benefits

• Competitive compensation
• Paid time off
• Employee assistance program
• Parental leave
• Paid volunteer hours
• Company discounts
• Health care benefits starting on day 1
• 401(k)
• Tuition reimbursement