Call Center Supervisor

Edible Arrangements
Oct 08, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
Edible Arrangements International is seeking an experienced leader with a "can-do" attitude to help lead their team of Store Support Coordinators. The Store Support Team Supervisor (SSS) is responsible for the supervision of the Store Support Team. The SSS will be responsible for managing a team of coordinators that perform a variety of tasks such as; inbound calls, handling Helpdesk Tickets and outbound activities. The core responsibilities of a SSS are management of coordinators assigned, ensuring they are successful in meeting and exceeding their goals. The SSS is also responsible for handling and monitoring emails and phone escalations as well as overall operations of the Store Support Team. The right candidate will be able to analyze the structure of the team and propose changes to help improve efficiency as well as improve service being provided to the stores. The SSS must possess the ability to coach and/or take over calls requiring assistance to his/her employees. The SSS must also ensure the highest level of Customer Service is performed by the team along with staff counseling and continued development. This position requires the ability to work independently, ability to accomplish goals, provide excellent customer service and communication skills, creativity, patience and flexibility. Store Support Team Supervisor reports to the Director of Edible for Business.

What we offer

* Competitive Salary and Benefit plans

* Healthcare Plan including health/dental/vision insurance

* 401K Plan - eligible one year from hire date

* Section 125 Flexible Spending Account

* Life Insurance

* Short and Long Term Disability

* Paid time off

* Paid Holidays

Essential Job Knowledge and Skills

* Operational Management Experience

* Able to Work with Minimum Supervision in a Fast Paced Environment

* Ability to Manage 5-10 Employees

* Understanding of ACD Metrics

* Understanding of KPI Reporting and Improvement Programs

* Excellent Professional Verbal and Written Communication Skills

* Reliable Attendance Record

* Ability to work weekends, nights, holidays and mandatory events as determined by management

* Solid Problem Solving and Analytical Skills

* Computer Literate with proficiency in MS Word, Excel, and Outlook

* Basic Project Management Skills

* Detail-oriented and Well Organized

* Outstanding Listening Skills

* Basic Math Skills

* High Degree of Accuracy

* Positive Attitude

* Flexible

* Team Player

* Assist with Special Projects

* Other Duties as Assigned

* Communicating solutions, successes, and opportunities to the Director

* Practicing and ensuring compliance with that of all the organization's policies and procedures

* Other projects and responsibilities may be added at the company's discretion.

Employee Management

* Coach and Mentor Team Members

* Participate in Hiring of Qualified, Competent Personnel

* Complete Regular Reviews of Staff Timely

* Model and Reinforce Leadership/Ethical Behavior in Self and Others

* Train Team Members

Team Performance

* Provide Patient, Friendly Customer Service

* Monitor KPIs and ACD Reporting for Quality, Timeliness and Process Flow Effectiveness and Precision

* Determine Areas of Improvement and Efficiency Gains with assigned staff and processes

Quality Assurance

* Active Call Listening, Call Barge as Necessary and Quality Monitoring of Personnel

* Resolve Complaints on Escalated Level

Job Requirements

* 2+ years Management/supervisory experience leading teams (call center environment preferred)

* 5+ years of Customer Service experience

* Non-wavering commitment to providing world class customer service

* Superior oral and written communication skills

* Superb leadership and interpersonal skills

* Effective time management, organization and prioritizing

* Team facilitation and training skills

* Strong decision making, change management and negotiating skills

* Ability to work well and quickly under pressure

* Ability to work weekends, nights, holidays and mandatory events as determined by management

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.