Contact Center Supervisor jobs in Ohio

Description

Universal Screen Arts, Inc. is a leading omnichannel retail company committed to strengthening the connections between our customers and their loved ones by delivering “Comfort and Joy” through our products and experience. We deliver this by the joy of giving gifts to a loved one, the comfort of snuggling up with a great book or to watch an enjoyable video, or in the case of Support Plus the comfort of relieving pain or providing a solution. 

We are looking for a talented Contact Center Supervisor to join our team. As the Contact Center Supervisor, you will be passionate about leading, inspiring and empowering others to build positive relationships with all of our customers. This person is agile and thrives on coaching and developing others. The Supervisor is committed to delivering the best Customer Experience to our customers, vendors, and internal team members while ensuring operational excellence in our Contact Center. The Supervisor will have a strong sense of teamwork and will collaborate with others and provide leadership and training to our Contact Center team members to ensure that all objectives are being met.

Key Responsibilities:

• Coach, counsel and provide appropriate training of staff members to achieve acceptable performance standards and departmental goals.
• Promote teamwork to encourage employee engagement and empower agents with the necessary knowledge, tools and resources to provide outstanding service.
• Demonstrate outstanding communication skills when providing professional responses to complex and/or sensitive topics and situations.
• Engage in open and honest conversations with agents to ensure expectations are clear; hold team members accountable to expectations.
• Evaluate staffing needs and make adjustments or recommendations, as needed.
• Participate in interviewing, hiring, and training of staff members.
• Complete timely call reviews, email/live chat reviews, and agent reviews to ensure that productivity, monitoring scores, and attendance meet goals.
• Ensure appropriate training of staff to complete all cross-over department roles, to include mail, outbound and drop ship functions.
• Complete yearly reviews and attendance performance reviews as needed.
• Promote and ensure high quality customer service.
• Resolve escalated issues in a timely and professional manner.
• Manage phone routing to maintain department goals.
• Maintain relationship with outsource call centers and continuously communicate changes to call volumes.
• Communicate company/department changes to immediate staff.
• Complete agent functions, as needed, due to shifts in order volume.
• Assist other departments and supervisors with coverage and/or on projects, as needed.

Requirements

• Ability to effectively manage people and demonstrate team leadership
• Ability to evaluate work and process flow to ensure optimal efficiencies
• Ability to manage multiple priorities effectively
• Excellent verbal and written communication skills and interpersonal skills
• Attention to customer focus a must
• Some College course work completed preferred, but not required
• Proficiency in Microsoft Word and Excel
• General knowledge of websites, email and live chat programs
• Must be able to work overtime and/or a different shift from October – January

Apply today for immediate consideration!