Consumer Experience Supervisor

Samsonite•Jacksonville, FL

About The Position

The Consumer Experience Supervisor leads a team of call center agents, ensuring they are trained and productive and that daily operations run smoothly and efficiently. The role implements improved processes and operational policies to promote a high-performance team environment, and builds effective working relationships with interdependent departments to identify, communicate, and collaboratively resolve operational issues. The Supervisor makes independent decisions on day-to-day issues, recommends procedural changes, communicates strategies to team members and stakeholders, and may participate in presentations for investors, rating agencies, and other visitors to the servicing platform. The role also participates in special projects and performs duties in other areas as requested. The position supports agents through performance and attendance tracking, monthly and annual reviews, escalated-call resolution, and additional inbound or outbound contact handling as needed. It determines daily team activities, keeps associates engaged, and performs subordinate duties when needed. The Supervisor assists management with corporate inquiries, remediation plans for underperforming staff, quality feedback and coaching, hiring and training, and monitoring department metrics. The role also serves as a 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 and provide 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 preferred in a business-related discipline, or equivalent related experience.

Responsibilities

Ensure call center agents are adequately trained and productive and daily operations run smoothly and efficiently.
Implement improved processes and operational policies that promote a high-performance team environment.
Build working relationships with interdependent departments; communicate operational issues promptly and collaborate to resolve them.
Make independent decisions on day-to-day issues and recommend procedural changes and improvements.
Communicate strategies to team members and other stakeholders.
Participate in presentations for investors, rating agencies, and other servicing platform visitors, as applicable.
Participate in special projects or perform duties in other areas as requested.
Measure and document team performance and track time and attendance.
Update electronic systems to maintain time and attendance compliance.
Provide monthly and annual performance reviews.
Take and resolve escalated calls and complaints.
Handle inbound and/or outbound contacts as needed.
Determine daily team activities and ensure associates remain engaged throughout the day.
Perform subordinate duties when needed.
Assist management with responding to corporate inquiries and creating remediation plans for staff performing below expectations.
Partner with the Quality Department to provide feedback and coaching.
Contribute to new-hire selection and ongoing associate training.
Monitor reports to ensure department metrics are met.
Act as backup for other Supervisors when required.