Consumer Experience Supervisor

Samsonite•Jacksonville, FL

About The Position

The Consumer Experience Supervisor leads a team of call center agents, ensuring they are trained, productive, and supported so daily operations run smoothly and efficiently. The role implements improved processes and operational policies that promote a high-performance team environment. It builds effective working relationships with interdependent departments, communicates operational issues promptly, collaborates to resolve problems, makes independent decisions on day-to-day matters, and recommends procedural improvements. The supervisor communicates strategies to team members and stakeholders, may participate in presentations for investors, rating agencies, and servicing-platform visitors, and may take part in special projects or duties in other areas as requested. The supervisor measures and documents team performance, tracks time and attendance, maintains compliance through electronic systems, and provides monthly and annual reviews. The role resolves escalated calls and complaints, handles incoming or outbound contacts as needed, assigns daily activities, ensures associates remain engaged, and performs subordinate duties when necessary. The supervisor also supports the Management Team by responding to Corporate inquiries, developing remediation plans for underperforming staff, partnering with Quality on feedback and coaching, contributing to hiring and ongoing training, monitoring reports against department metrics, and serving as backup for other supervisors when required.

Requirements

At least three years of experience in a call center or wholesale service department.
At least one year of experience in a management role.
Ability to effectively manage and supervise employees.
Ability and desire to coach a team toward consistent, high-performing results, including providing constructive feedback during employee development.
Good interpersonal skills.
Highly proficient, advanced computer skills; examples include SAP, Salesforce, Gladly, WFM, WMS, CSAT, and Excel.
Excellent attention to detail and organizational skills.
Good time-management abilities.
Strong analytical and problem-solving ability.
Excellent written, verbal, and oral communication skills.

Nice To Haves

Bachelor’s degree in a business-related discipline, or equivalent related experience.

Responsibilities

Establish and maintain effective working relationships with interdependent departments; communicate operational issues promptly and collaborate to resolve them.
Make independent decisions on day-to-day operational issues.
Recommend procedural changes and improvements for the department.
Clearly communicate strategies to team members and stakeholders.
Participate in presentations for investors, rating agencies, and other servicing-platform visitors as needed.
Participate in special projects or perform duties in other areas as requested.
Measure and document agent performance and track time and attendance.
Maintain time-and-attendance compliance by updating electronic systems.
Provide monthly and annual performance reviews.
Take and resolve escalated calls and complaints.
Handle incoming and/or outbound contacts as required.
Determine the team’s daily activities and ensure associates remain engaged throughout the day.
Perform subordinate duties when needed.
Respond to Corporate inquiries.
Create remediation plans for staff performing below expectations.
Partner with the Quality Department to provide feedback and coaching.
Contribute to selection of new hires and ongoing associate training.
Monitor reports to ensure department metrics are met.
Act as a backup for other supervisors when required.