Consumer Experience Supervisor

This job listing has now expired, and is not accepting any new applications.

Role Title:
Consumer Experience Supervisor
Location:
Waltham, MA
Job Advert Description

Clarks is searching for a motivated and team oriented Contact Center Supervisor who can coach & support representatives as they delivery exceptional service to our end consumers, whether they be through our retail, wholesale or our website consumers. The Supervisor will hire employees and assist in the training process ensuring that every agent is well prepared to engage with our consumers. The role will develop each team member to their fullest potential and set clear direction. The supervisor will build a high performing team that prioritizes the consumer  and ensures a high level of quality service is being provided by each representative. They will also help build Contact Center culture by fostering team involvement while adhering to goals, strategey and core values.

Responsibilities:

  • Ensure agents understand and comply with all call center objectives, performance standards and policies
  • Monitor & evaluate agent performance, provide learning & coaching opportunities and take corrective action, if necessary
  • Organizing ongoing training, development and generally preparing team to response to customer questions
  • Manage PTO, including absence, holidays & sickness through WFM
  • Maintain second point of escalation for consumers and internal customers.
  • Identify operational issues and suggest possible improvements

Qualifications: 

  • Bachelor’s Degree preferred
  • How to use organizational goals as moral compass while helping resolve issues
  • Knowledge of internal processes to help manage consumer expectation of when to receive goods
  • 2 yrs Contact Center Experience
  • 1 yr Supervisor Experience
  • Resolves difficult customer concerns and complaints
  • Ability to Motivate
  • Effective Delegation
  • Correction of poor performance
  • Work with other departments to establish improved service to customers
  • Strong computer and reporting skills
  • Strong social skills
  • Verbal & written communication skills
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.

 

 

This job listing has now expired, and is not accepting any new applications.