Contact Center Supervisor

Herschend Corporate Career•Pigeon Forge, TN

About The Position

Herschend is the world’s largest family-held themed attractions company, with a portfolio of over 40 family entertainment brands across North America, including destinations, resorts, theme parks, water parks, immersive experiences, and content enjoyed by audiences worldwide. While each of our family brands offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our 22,000 passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feels welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect. For more information, visit www.Herschend.com . POSITION SUMMARY The Contact Center Supervisor leads and motivates a team of Call Center Representatives to deliver exceptional service and drive results. This role is responsible for coaching, mentoring, and supervising associates to maximize both productivity and customer satisfaction. The Supervisor monitors performance, ensures adherence to company policies, and uses data-driven insights to guide team improvements, fostering a high-performing and engaged workforce.

Requirements

Minimum of 2 years of supervisory experience in sales and customer service; contact center experience preferred
Proficient with Microsoft Word, Excel, Outlook, Google Drive, and Gmail; general computer literacy required.
Proven ability to lead, coach, and develop high-performing teams.
Strong time management, organizational, and multitasking skills.
Excellent verbal and written communication skills, with sound judgment and problem-solving abilities.
Results-oriented with the ability to manage change and foster a positive work environment.

Nice To Haves

College degree, preferred.

Responsibilities

Supervise and lead a team of Call Center Representatives, promoting a high-performing and engaged workforce.
Assist in staff training and development, including the creation and improvement of training materials and methods to enhance learning and retention.
Provide ongoing performance feedback through coaching, call monitoring, goal setting, and formal performance reviews, document feedback appropriately.
Address workplace issues, such as attendance or interpersonal conflicts, in a fair and consistent manner; consult with Department Manager or Human Resources as needed.
Monitor and manage service levels, performance metrics, and sales targets to achieve departmental goals.
Enhance customer satisfaction and call quality by providing actionable feedback and coaching to team members.
Collaborate with management to increase the effectiveness of call monitoring and team performance.
Use reports and data analytics to identify and implement improvements at the individual, team, and queue levels.
Support organizational change initiatives through clear and effective communication.
Assist with customer calls and escalations as needed to maintain service quality and team support.
Communicate business objectives, quality standards, processes, procedures, and policies to team members to align performance with company goals.
Implement motivational programs, such as incentives, contests, and team performance initiatives, to drive engagement and results.
Build and maintain open communication with agents, peers, managers, and other departments to facilitate problem-solving and collaboration.
Be available to assist with calls during periods of high call volume as needed.
Develop training tools and provide training to keep team current on products and processes