URBN Call Center Supervisor

URBN • Augusta-Richmond County, GA

2d • $22 • Onsite

About The Position

As a Contact Center Supervisor, you are responsible for developing and coaching Customer Service Representatives to provide the highest level of customer service with the singular focus of pleasing our customers. To thrive in this position, it is crucial to be a motivated team player with a positive attitude. You should also possess excellent organizational and communication skills. The ability to work well in a multi-task environment with attention to detail and a willingness to take on new and diverse tasks.

Requirements

• Must be 18 years or older
• Four-year degree or a minimum of 2 years of customer service experience and 1 year of leadership experience in a call center.
• Excellent written and verbal communication skills, English required.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
• Comprehend and follow work instructions to meet productivity and quality standards.

Responsibilities

• Collaborate effectively with all levels of the organization, including customer service representatives, peer supervisors, operations representatives, customer service managers, subcontractors, and program managers.
• Engage calmly and respectfully when under pressure, providing the highest level of service mandated by the customer.
• Assume leadership responsibility for department tasks and call center activities and assist with employee workload as required.
• Champion employee development through performance appraisals and regular one-on-one touch bases, maintaining comprehensive records.
• Facilitate and deliver training utilizing department guidelines including EJT, initiatives, and uptraining.
• Sustain an overall understanding of your team's monthly performance scorecard, and management process, including CMGAR and reviews.
• Maintain and present monthly reports, action plans, and presentations to senior leadership in team meetings.
• Act as the subject matter expert, exercise good judgment, make independent decisions, and proactively solve problems.
• Share pertinent program updates promptly using Teams Chat, Phone, and Email.
• Attend assigned daily and weekly meetings, including Quality Calibration sessions.
• Implement, apply, and adhere to all call center and URBN policies and procedures.
• Log in to Queues as required during high call volume and/or all hands status.
• Review contract scope and requirements.

Benefits

• URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees