Supervisor Customer Service Support

QVC•New Jersey Remote, NJ

9d•$59,000 - $64,000•Remote

About The Position

The Supervisor Customer Service Support role will work under the direction of the Staffing Manager to provide guidance to Office Support Specialists. They will oversee the effective management of the daily routines such as data preparation and entry accuracy, department audits, report completion, maintenance of all call center employee records within Scheduling and Payroll systems, as well as timely and professional email response from multiple department Inboxes. They will build knowledge of the current HSN and Cornerstone Brand policies. In addition to supporting the Office Support Specialists they will work closely with QVC Group CS&E leadership to address and resolve any concerns. They will establish individual and team goals that align with the Company's direction to achieve strategic initiatives.

Requirements

Knowledge of Verint and Timehub.
Proficiency with Microsoft Suite.
Ability to identify, analyze, interpret, and solve both practical and highly complex problems and trends.
Demonstrated flexibility and commitment to staff development.
Knowledge of a high volume environment.
Experience providing detailed troubleshooting and resolutions to users.
Ability to be available for business needs outside normal hours.

Nice To Haves

Working knowledge of QVC Group CS&E policies and procedures.

Responsibilities

Provide guidance to Office Support Specialists.
Oversee effective management of daily routines including data preparation and entry accuracy, department audits, report completion, and maintenance of call center employee records.
Ensure timely and professional email response from multiple department inboxes.
Build knowledge of current HSN and Cornerstone Brand policies.
Work closely with QVC Group CS&E leadership to address and resolve concerns.
Establish individual and team goals aligned with company direction and strategic initiatives.
Define a strategic plan for success and communicate it to the Assistant Staffing Manager.
Oversee all Workforce technical applications and upgrades in partnership with IT Teams and Line Leadership.
Work closely with the Payroll Department and the People & Organization Team.
Build relationships with Managers and Supervisors throughout QVC Group to resolve issues quickly and effectively.
Identify areas of opportunity in accuracy and efficiency and drive change by creating and implementing improvements to process and policies.