CSS Supervisor Cornerstone Brands

QVC • Ohio Remote, IN

3d • Remote

About The Position

The CSS Sales & Service Supervisor leads a team of customer service professionals to deliver exceptional customer experiences while achieving service levels, and productivity goals. You will oversee developing team members, managing daily operations, and encouraging a culture of accountability, engagement, and continuous improvement.

Requirements

• Previous supervisory, team lead, or management experience in a call center, customer service, or related environment amounting to 3 years.
• Demonstrated coaching and performance management skills.
• Proficiency in Microsoft Teams, Suite, and D365.

Responsibilities

• Manage the daily performance of a 30+ employee team, ensuring service, quality, productivity, and customer satisfaction goals are achieved.
• Coach and provide performance feedback using the our Fuel Coaching Model.
• Monitor our service levels, workforce adherence, and team schedules.
• Conduct call quality reviews and use customer insights to identify coaching opportunities and process improvements.
• Lead team meetings and monthly measurement reviews to communicate expectations, performance results, and business updates.
• Identify development needs to support employee growth and engagement.
• Participate in monthly Side-by-Side meetings to review team performance, recognize achievements, and address opportunities.
• Maintain accurate coaching, performance, and disciplinary documentation.
• Partner with leadership and teams to support operational and customer experience projects.

Benefits

• competitive compensation
• paid time off
• employee assistance program
• parental leave
• paid volunteer hours
• company discounts
• health care benefits starting on day 1
• 401(k)
• tuition reimbursement benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed