Remote Customer Service Supervisor

EssilorLuxottica Group • Farmers Branch, TX

12d • Remote

About The Position

The Service Delivery Supervisor directly manages customer service agents, both on and off the phone, with a primary focus on developing employees to support call center KPI delivery and broader brand objectives. The role manages day-to-day operations and accountability for consistent performance across metrics, quality, and external customer experience measures. The supervisor champions customer satisfaction as a subject matter expert, supports the team, and contributes to strategic and operational management decisions.

The supervisor establishes team goals, tracks agent and content trends, maintains customer service and quality standards, analyzes and resolves service problems, and reviews associate and department performance with team members weekly or bi-weekly. Working with training and business intelligence partners, the role develops performance tools and methodologies, conducts root-cause analysis, and drives process changes. The supervisor recruits, engages, coaches, and develops employees; manages performance and career progression; supports succession planning; and partners in workforce planning and staffing recommendations. This is an existing vacancy.

Requirements

• Bachelor's degree or equivalent experience.
• Experience representing sales and support organizations for designated brands.
• At least 3 years of proven success leading, managing, and inspiring teams or individuals.
• Strong analytical and problem-solving skills.
• Strong ability to form relationships and partnerships across multiple levels of management.
• Strong negotiation skills.
• Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, MS-Project, Access, and Outlook.
• Ability to learn new software and systems.

Nice To Haves

• At least 5 years in a high-volume contact center addressing customer questions or resolving customer issues.
• Proven ability to negotiate support processes, support tool requirements, services, and offerings successfully.
• In-depth knowledge of contact center processes and procedures.

Responsibilities

• Establish goals for team members using relevant operational, customer, and business information.
• Identify agent-level and content-level trends and escalate them through appropriate channels.
• Maintain service quality by managing to quality and customer service standards.
• Analyze and resolve quality and customer service problems.
• Prepare and discuss NACC associate and department performance with team members weekly or bi-weekly.
• Partner with training and business intelligence teams to develop tools and methodologies for managing associate performance, including quality monitoring tools, KPI management, and performance goals.
• Develop root-cause analysis methodologies for frequent call types and drive organizational changes to reduce those calls.
• Develop associates, support ongoing career growth and progression, and contribute to succession planning.
• Communicate job expectations; plan, monitor, and appraise results; coach, counsel, and manage associate performance; and develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
• Drive continuous process improvement through analysis, procedural evaluation, and system enhancements.
• Manage employee teams by recruiting, driving engagement, coaching, and developing staff.
• Facilitate appropriate performance management actions.
• Partner in and provide input to workforce planning and intraday activities to support appropriate occupancy and cost efficiency.
• Evaluate staffing needs and provide recommendations to leadership to meet service-level objectives and metrics.

Benefits

• Competitive bonus and/or commission plan may be offered.
• Benefits may include health care, retirement savings, paid time off/vacation, and employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager