Contact Center Supervisor

Weight Watchers

1d•$60,000 - $65,000•Hybrid

About The Position

WeightWatchers is a global digital health company and the world’s #1 doctor-recommended, clinically studied behavioral weight health program. For sixty years, we have led the industry by blending science and community to help millions of people build sustainable healthy habits. As the science of weight health rapidly evolves, so does WeightWatchers. We are redefining the category by developing new clinical pathways for GLP-1 medication access, creating specialized behavioral programs for members on weight-loss medications, and integrating medical care with our proven habit-change framework. By combining these clinical breakthroughs with our digital-first community, we are uniquely positioned to lead the future of weight health care. The Global Customer Care team serves as the primary point of engagement for WeightWatchers. We are a dedicated collective of problem-solvers and brand ambassadors committed to providing world-class support to our members across voice, email, chat, and social media. As a Contact Center Supervisor, you are the vital bridge between strategy and execution. You will lead, inspire, and develop your team of Member Support Specialists, fostering their professional growth while delivering excellence. Your leadership ensures a seamless, omnichannel experience where every interaction—no matter the platform—is a brand-building moment.

Requirements

Communication Pro: Exceptional written and verbal communication skills with the ability to adapt tone for different platforms—from formal emails to real-time social media engagement.
Proven Leader: You bring 3–5 years of supervisory experience in a contact center environment, with a strong preference for candidates who have experience leading teams in a remote setting.
Tech-Savvy & Troubleshooter: High proficiency in Amazon Connect, G-Suite, Microsoft 365, and modern CRM platforms (e.g., Zendesk or Salesforce). You possess hands-on experience in technical troubleshooting, allowing you to resolve platform, connectivity, or hardware hurdles independently.
Strategic Mindset: Highly organized and time-conscious, with a knack for balancing human needs with rigorous business metrics and KPIs.
Experience: A Bachelor’s degree or an equivalent blend of education and hands-on experience leading teams in a high-volume, multi-channel environment.

Responsibilities

Lead an Omnichannel Team: Orchestrate the daily flow of our support hub, providing real-time coaching and mentorship to Member Support Specialists as they engage with members via phone, email, and social platforms.
Drive Performance Excellence: Use data and root-cause analysis to bridge operational gaps. You won't just identify variances; you’ll build the action plans and tracking tools to solve them.
Master the Brand Voice: Ensure every interaction aligns with our global brand standards, leveraging every touchpoint—from a phone call to a social media comment—to drive member retention and loyalty.
Operational Agility: Master the logistics of a multi-channel environment, including scheduling, attendance, and real-time queue monitoring to ensure we meet our members wherever they are.
Bridge the Technical Gap: Serve as a liaison between support, product, and engineering teams to troubleshoot technical issues, translating member feedback into actionable bug reports and product improvements.
Be the Strategic Resource: Act as the primary escalation point for complex inquiries, providing clarity and swift resolutions for both members and the internal team.
Cultivate Culture: Partner with the People Team to maintain a positive, inclusive environment and work closely with senior leadership to communicate wins and identify growth opportunities.