Customer Care Supervisor - Middleby Residential

Key Responsibilities

• Oversee the daily operations of the call center, ensuring smooth workflow and adherence to company policies and procedures.
• Lead and manage a team of call center agents, providing guidance, support, and regular feedback to ensure optimal performance.
• Assist in hiring, training, and developing call center staff. Manage personnel discipline issues, including corrective actions and conflict resolution, while ensuring compliance with HR policies.
• Supervise the processing of client inquiries through phone and digital channels (e.g., email, chat), ensuring quick and accurate responses.
• Monitor and manage the submission and processing of work requests, ensuring they are completed to a high standard and within set timeframes.
• Develop and enforce quality standards for both phone and digital interactions, including monitoring calls and reviewing emails for compliance and service quality.
• Utilize data analytics to review performance metrics and identify trends. Propose action items and strategic initiatives to drive continuous improvement and achieve organizational objectives.
• Address escalated customer concerns and provide timely solutions, coordinating with other departments when necessary.
• Seek opportunities to enhance call center processes and improve the customer experience.

Requirements

• Proven experience in a supervisory role within a call center or customer service environment.
• Strong leadership and team management skills, including handling personnel management and discipline issues.
• Experience in data analysis, including interpreting performance metrics and proposing actionable recommendations to meet strategic goals.
• Excellent communication skills, both verbal and written.
• Proficiency in digital communication tools and CRM systems.
• Able to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.