Remote Contact Center Supervisor

About the role

CubeSmart is seeking a Contact Center Supervisor to join our Call Center team. The Contact Center Supervisor will be responsible for managing our Call Center Staff as well as designing and implementing Call Center Strategies, Training Programs, Productivity Analysis, Business Plans, Training and Annual Goals and Objectives to support store operations in the most efficient and effective manner.

Responsibilities

• Create an engaging, collaborative environment in which all call center teammates have clear goals, are inspired to deliver their best work individually and as a team, are well-connected and are effectively coached and developed to maximize their potential.
• Develop coaching plans that incorporate observations and key performance indicators.
• Mediate, respond to, and resolve escalated and highly sensitive Customer issues.
• Analyze call volume, service levels, trends and forecasts to ensure adequate staffing and maximized productivity.
• Design motivational programs that will drive productivity, revenue and service levels.
• Maintain knowledge of and determine future needs for call center staffing management systems based on call volume and trends.
• Champions continuous improvement by studying and standardizing procedures to improve efficiency as well as identifying skill development needs.
• Proactively engage team members to communicate and support adherence to policies, processes and procedures.
• Develop effective relationships with business leaders and teammates, and a deep understanding of our business and culture by working closely with Operations, Marketing, Information Technology as well as the stores as needed.
• Maintain quality program, monitor and provide coaching and feedback to improve overall results.
• Works closely with Sales Center Analyst analyzing data and trends from call center performance reports.
• Interview, screen, and hire candidates as replacements or additions to staff, as well as oversee teammate relations.
• Supports the monitoring of our Social Media Platform.
• Prepare and administer monthly performance updates as well as annual Performance Reviews.
• Consistent, punctual attendance with possible irregular work hours as well as on-call hours.
• Handle escalated Customer calls ensuring an exceptional customer experience.

Qualifications

• Bachelor’s degree in Business or related field.
• Operations experience in retail, call center, and/or storage experience strongly preferred.

Skills

• A strong, motivating leader who contributes at an organizational level while also willing to jump in and help at a grass roots levels where necessary.
• Strong customer service orientation.
• A dedicated focus to ensure that Customer needs are integrated into solutions and processes.
• Self-directed, motivated and flexible.
• Skilled in developing trusting relationships to gain support, influence and achieve results.
• Strong partner, collaborator and team player; focused on organizational and team success.