Contact Center Senior Supervisor

Company: See's Candies, Inc
Location: Carson
Posted on: January 20, 2023

Job Description:

Share this job as a link in your status update to LinkedIn. Job Title Shift Type Flexible/ Varying Shifts Location Carson - Carson, CA 90810 US (Primary)
Job Description The pay range for this position is expected to be between $62k-$65k per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. -The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. POSITION OBJECTIVE: This position is responsible for the supervision and oversight of a team of Customer Service agents to attain sales and service goals and provide an exceptional experience for See's customers. POSITION RESPONSIBILITIES:

• Provides guidance and leadership to the Customer Service Agents & Tracing staff to exceed customer expectations and achieve company and department goals.
• Monitors live and stored sample calls; coaches for improved performance.
• Participates in data collection and analysis for performance evaluation, trending, and feedback to other departments.
• Participates in recruitment, hiring and orientation of new staff.
• Coordinates with workforce planning area on scheduling issues.
• Documents business policies and procedures.
• Delivers corrective actions and keeps records of employee interactions; provides feedback in disciplinary situations.
• Develops staff through performance management; inspires and motivates team by creating an environment of recognition and positive coaching.
• Supports and promotes departmental sales, service and quality initiatives.
• Identifies, develops and implements processes and procedures that have a positive effect on sales and service.
• Handles escalated calls in a timely manner; investigates and resolves issues to ensure complete customer satisfaction. -
• Provides feedback on products, programs and delivery issues to key business partners.
• Assists in the development of training materials. Participates in classroom and on-the-job training of staff to ensure best employee and customer experience.
• Communicates key information regarding See's products, programs and processes to staff. -
• Performs administrative duties, including attendance performance, timekeeping systems (KRONOS) , and monthly safety topics.
• Provides support to all Contact Center staff and management as needed. Completes special projects as assigned by management.
• Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.
• All See's staff must be committed to the company's core principles and workplace values, including diversity and inclusion. Job Requirements MINIMUM QUALIFICATIONS:
  • Three to five years' customer service experience, preferably in a contact center environment.
  • Lead and/or prior supervisory experience required.
  • Demonstrated proficiency in advanced level PC skills, including MS Office (Word, Excel, PowerPoint, Outlook, and Visio (work flow charts). Experience with Internet, Adobe Acrobat and QAP software applications required.
  • Experience working with LTL delivery/customer service preferred.
  • Experienced in both classroom and on-the-job training execution.
  • Strong organizational skills; ability to handle multiple tasks.
  • Excellent verbal and written communication skills.
  • Ability to adapt leadership style with internal/external customers.
  • Critical thinker with the ability to analyze and recommend solutions.
  • Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner. See's is an EOE
    See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).

Keywords: See's Candies, Inc, Carson , Contact Center Senior Supervisor, Other , Carson, California