The Customer Service Supervisor will be responsible for a team of customer service specialists and all related administrative activities for Blinds.com, the world's largest online window covering company. This position is responsible for ensuring performance quality, positive customer experiences, employee engagement and driving customer service results to achieve department expectations. As a supervisor, you will lead by example and live our core values. You will motivate all employees to stri... more details
Job Description
Position Purpose:
The Customer Service Supervisor will be responsible for a team of customer service specialists and all related administrative activities for Blinds.com, the world's largest online window covering company. This position is responsible for ensuring performance quality, positive customer experiences, employee engagement and driving customer service results to achieve department expectations. As a supervisor, you will lead by example and live our core values. You will motivate all employees to strive for continual improvement, and reward employees for delivering spectacular customer service experiences, as well as quality, best solution, and single contact resolution, which are vital to our success. This position is responsible for leading the team to achieve company targets, which means that employee support and motivation must be a core strength, along with the ability to identify and address sub optimum results. This role requires that an individual also be an expert in company products, policies, systems, and processes, and teaches the team new knowledge and skills so that they become higher-performing employees. The ideal candidate must have the ability to identify different ways an employee can improve as well as display core strengths of employee support and motivation. Additionally, the Supervisor must have the ability to identify employees' skills and knowledge deficiencies and be prepared to coach them in an effort to improve the performance.
Key Responsibilities:
25% Identify associate improvement opportunities by listening to calls, reviewing key metrics, and observing behaviors on an ongoing bases
25% Facilitate coaching/feedback sessions geared towards specific behaviors including: QA, productivity, customer service soft skills, and behaviors associated with key metrics (ex. - credits and remakes)
20% Support associate development and engagement by conducting monthly 1:1 conversations and administering developmental blueprint conversations
15% Collaborate with HR and leadership on performance management activities as needed, including hiring, progressive discipline, leave of absence, performance improvement plans, and attendance, and separations
10% Act as Service SME on projects and initiatives as assigned by manager, which includes attending project meetings and speaking up as the customer service expert, completing project tasks, and cascading all relevant information to the leadership team
5% Stay abreast of updated products and services, company policies, customer service industry trends, and best practices
Direct Manager/Direct Reports:
This position reports to a Manager of Customer Service.
This position has 15 direct reports.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Prior experience in a supervisory role or lead role preferred
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
No additional education
Minimum Years of Work Experience:
4
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Demonstrate strong leadership abilities
Action Oriented
Ability to collaborate well with other members of leadership by exercising respectful candor and working through conflicts effectively
Excellent Communications skills, both written and oral
Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet
Must adhere to work schedule
Exemplary organizational skills
Ability to perform with minimal supervision
Understanding of call center technologies including IVR/ACD/email systems
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