Call Center Supervisor Customer Experience Wfh (Remote)

We are seeking a dedicated Customer Experience Call Center Supervisor to lead our dynamic team in a remote work environment. In this pivotal leadership position, you will be instrumental in fostering a culture of excellence, empowering team members to surpass their professional aspirations while enhancing the overall customer experience.

Key Responsibilities

• Supervise a team of Customer Experience Specialists, ensuring adherence to departmental guidelines and core values.
• Monitor and evaluate all forms of communication between specialists and customers, maintaining high-quality service standards.
• Address and resolve customer escalations, providing support and mentorship to team members as necessary.
• Manage call volume and agent availability to guarantee sufficient staffing and service coverage.
• Distribute information on product updates and procedural changes to keep the team well-informed.
• Compile data and create reports detailing departmental objectives, call metrics, and individual performance evaluations.
• Develop and maintain knowledge management resources, including FAQs and procedural documentation.
• Identify areas for enhancement in customer service processes and recommend improvements to management.
• Engage in the hiring process, conducting interviews and selecting new customer service associates.
• Offer coaching on customer service best practices to facilitate team development.
• Oversee the approval process for team members’ time off requests and weekly timecards.
• Conduct annual performance reviews, fostering individual growth and development within the team.
• Implement performance management strategies, including improvement plans and corrective actions, in accordance with company policies.

Required Skills

• Exceptional teamwork and collaboration abilities.
• Strong communication skills and a customer-focused mindset.
• Capability to understand and communicate complex technical subjects.
• Flexibility and adaptability in a fast-paced environment.
• Excellent judgment and sound decision-making skills.
• Attention to detail and a commitment to thoroughness.
• Initiative to proactively solve problems and achieve objectives.

Qualifications

• A minimum of a High School Diploma or GED; an Associate degree or equivalent experience is preferred.
• At least 5 years of experience in a business setting, with a focus on Sales or Customer Service.
• 1-2 years of supervisory experience in a Sales or Customer Service context is preferred.
• Proven history of meeting objectives and achieving key results.
• Familiarity with the building products industry is advantageous, but not a requirement.

Career Growth Opportunities

This role provides significant opportunities for professional development, including coaching and mentorship, aimed at not only enhancing personal career trajectories but also contributing to the team’s collective success.

Company Culture And Values

Our organization prides itself on promoting a culture of teamwork, respect, accountability, and integrity. We value the unique contributions of every individual and encourage a collaborative environment where shared goals are prioritized.

Compensation And Benefits

The annual salary for this position ranges from (56,000 to )68,000, supplemented by bonuses, equity options, and a comprehensive benefits package.

Employment Type: Full-Time