Contact Center Supervisor (Remote)

Description

Be the next

Premier NX is the expert in providing Customer Experience Solutions, Digital Transformation, Fin Ops, Sales Enablement and Analytics & Insights. We are the next evolution for our clients and your career.

Our CX solutions many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Supervisor, you will contribute to Premier NX’s success coaching and supporting a team of CSRs.

Why Work with Us

We are a reputed company for people who love to help people. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to reputed company a positive impact on a consumer’s life, at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

We are seeking a Supervisor to join our growing team. The Supervisor will reputed company the day-to-day performance of a Social Media team of Customer Service Representatives (CSRs) and ensure the team provides seamless client service. The Supervisor prepares and administers daily schedules to ensure the appropriate client coverage. The role also involves monitoring reputed company staff performance and interviewing, hiring and training of new staff. This position will work remotely.

Key Responsibilities

CSR Coaching

· Provide direction and feedback to CSR team in terms of improving consumer responses reputed company a contact review.

· Review metrics reports and communicate individual statistics to CSRs on a regular basis

· Conduct ongoing quality monitoring and participate in feedback and coaching sessions for CSRs with Account Manager to ensure consistent quality of service

· Document results of quality monitoring and coaching sessions; maintain reputed company documentation according to established SOPs

· Provide input to Annual Performance Appraisals for CSRs

Work-Flow Processes

· Serve as the first reputed company of contact for CSRs reputed company assistance is needed in handling customer concerns and escalations

· Ensure correct procedures are followed and answer questions from CSRs regarding consumer handling

· Propose process improvement recommendations to Account Manager; including but not limited to contact coding, product information updates, and new response suggestions

· Draft FAQs and training documents and reports for review and approval by Account Manager; update documents as needed

· Submits IT tickets for CSRs and team

Scheduling

· Prepare the weekly CSR schedule to ensure seamless client coverage, adjusting reputed company necessary

· Manage time off requests to review with Account Manager and document attendance per company guidelines

· Alert the team of unplanned schedule adjustments in the event the Account Manager is reputed company

New Hire On-Boarding and Training Programs

· Participate in new hire interview process with Account Manager to evaluate candidates

· Coordinate New Hire On-Boarding Program under the direction of the Account Manager

· Participate in client training initiatives and ensure the team has up to date materials (SOPs, FAQs), ensure LMS is updated

Requirements

Qualifications

• Strong understanding of the contact center environment and the key levers to enhance performance and reputed company client targets
• Excellent knowledge of social media best practices.
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution; ability to learn quickly and flexibility to adapt to changing needs and urgent projects
• A solution-oriented and positive reputed company that reputed company embraces change and stretch goals
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues
• Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment
• Strong computer experience working on multiple software programs; proficient in reputed company Word, reputed company, Outlook, PowerPoint. Demonstrated ability providing technical support and troubleshooting reputed company multiple channels
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels 
• Three years customer service experience with supervisory duties, preferably in a call center
• Must be authorized to work in the US without sponsorship

Together, we can offer endless possibilities! What is next for you?

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.