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, collaborates with interdependent departments to identify and resolve operational issues, makes independent day-to-day decisions, recommends procedural improvements, communicates strategies, and may participate in presentations for investors, rating agencies, and visitors to the servicing platform. The supervisor may also work on special projects or perform duties in other areas as requested. The supervisor measures and documents agent performance, tracks time and attendance, maintains compliance records in electronic systems, provides monthly and annual reviews, resolves escalated calls and complaints, and handles incoming or outbound contacts as needed. The role sets daily team activities, keeps associates engaged, and performs subordinate duties when necessary. The position also assists the Management Team by responding to corporate inquiries, creating remediation plans for employees performing below expectations, partnering with the Quality Department on feedback and coaching, contributing to hiring and ongoing training, monitoring reports against department metrics, and backing up 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 employee-development feedback.
Good interpersonal skills.
Advanced computer proficiency, including familiarity with tools such as 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; equivalent related experience is also acceptable.

Responsibilities

Lead and support a team of call center agents, ensuring they are adequately trained and productive.
Help ensure day-to-day operations run smoothly and efficiently, and implement improved processes and operational policies.
Build working relationships with interdependent departments; promptly communicate operational issues and collaborate to resolve them.
Make independent decisions on day-to-day issues and recommend departmental procedural changes and improvements.
Clearly communicate strategies to team members and stakeholders.
Participate in presentations for investors, rating agencies, and 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 employee reviews.
Handle and resolve escalated calls and complaints.
Handle incoming and/or outbound contacts as needed.
Determine daily team activities and ensure associates remain engaged throughout the day.
Perform subordinate duties when needed.
Respond to corporate inquiries on behalf of the Management Team.
Create remediation plans for staff performing below expectations.
Partner with the Quality Department to provide feedback and coaching.
Contribute to selecting new hires and providing ongoing associate training.
Monitor reports to ensure department metrics are met.
Back up other Supervisors when required.