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This position will supervise up approximately 10 to 25 Customer Service Representatives handling contacts received via telephone, e-mail, fax, and mail.
Provide day-to-day supervision of the assigned Customer Service Representatives. In coordination with the Manager, Call Center Operations, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members.
Support the Training staff in initial new hire interviewing and training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
Working under the direction of the Contact Center Director, maintain service levels in accordance with Company’s Customer Service objectives.
Achieve maximum productivity and efficiency of employees on a daily basis, achieving department performance goals for assigned area.
Work closely with the QA staff to monitor inbound customer service calls and emails to ensure script adherence, call integrity, and proper phone and writing techniques.
Assist in the development and implementation of quality improvement programs as a means to increase quality, productivity and improve service levels.
Provide input and recommendations to the development of contact center policies and procedures.
Facilitate the communication of new information to all CSRs on a timely basis, ensuring understanding and consistency of handling by all assigned CSRs.
Act as a role model for all employees, upholding company policies and procedures, demonstrating respect for co-workers, encouraging and supporting diversity, and presenting a professional image at all times.
Manage specific functions, as assigned, utilizing employees from various teams.
Minimum five years supervisory experience with at least two years in a Call/Contact Center environment for a $600MM+ consumer products company.
Proficient at all applicable computer software, i.e., Word, Excel, Outlook, and ACD reporting.
Outstanding customer service, communication (both oral and written,) and interpersonal skills.
Must possess the ability to train and motivate staff members.
Bachelor’s Degree and bi-lingual capability preferred.
Not ready to apply? Connect with us for general consideration. Discover Company Thank you for visiting the Company Career Site! As you can see, we are actively seeking amazing talent to join our growing team of dedicated professionals across various areas of the business. From Creative, Customer Service and Events — to IT, Operations, Product Marketing and much more — we proudly employ hundreds of dynamic, enthusiastic and positive people who work to make a difference every day. Our mission is to transform lives through pure, botanically based ingredients in scientifically tested products; a pure, healthy lifestyle; and the pure joy of helping others. We believe in the power of our people and our products to transform your life, and in turn, the lives of others. This is at the heart of what we do and who we are at Company. If you did not find a current listing for a role that might suit you, we hope you will take a moment and upload your resume for us to keep on file in consideration for future job openings. We will then add you to our email database and automatically keep you informed about new positions and related updates. We would love to stay in touch! About Us Founded in Switzerland in 1975, and brought to the U.S. in 1980, Company creates personal care and wellness products crafted with premium botanical ingredients and innovative scientific discovery. Company’s personal care and nutrition formulas are vegan certified, cruelty-free, formulated without gluten, dermatologist–tested and adhere to a strict Ingredient Policy. Company products are available at Company website or through an extensive network of Company Independent Consultants in 7 countries: U.S., Canada, Australia, Poland, New Zealand, Taiwan and the United Kingdom. Company is a privately held company headquartered in Irvine, California.
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