Customer Service Contact Center Supervisor Job at Genesco Inc
Job Summary:
This position is responsible for overseeing the day-to-day activities and production of 20+ Customer Service Specialists, that provide sales and service support for Johnston & Murphy retail stores, in-store and online customers to satisfactory resolution. The CX Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for customers and team members. This role coaches, mentors, and develops a team of customer focused members to support and promote the Johnston & Murphy brand. The Supervisor also works closely with the Sr. Manager, to establish a feedback rich environment for individual team member growth and development.
Job Responsibilities:
Preferred Requirements:
This position is responsible for overseeing the day-to-day activities and production of 20+ Customer Service Specialists, that provide sales and service support for Johnston & Murphy retail stores, in-store and online customers to satisfactory resolution. The CX Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for customers and team members. This role coaches, mentors, and develops a team of customer focused members to support and promote the Johnston & Murphy brand. The Supervisor also works closely with the Sr. Manager, to establish a feedback rich environment for individual team member growth and development.
Job Responsibilities:
- Manage personnel by training, coaching, motivating, and holding staff accountable to overall contact center expectations. including but not limited to - evaluation scores, metric results, consistent application of department policies, procedures, and quality standards.
- Ensures service levels and performance metrics are maintained to meet satisfactory standards
- Acting as an information source to Team Leads and contact center staff through answering questions, assigning tasks, following up and giving instructions as needed.
- Observes and evaluates Team Leads and ensure they remain on task in relation to meeting performance goals, providing coaching, feedback, and training to agents.
- Assists with recruiting, interviewing, and hiring process for internal vacancies.
- Partner with recruiting with onboarding
- Conducts and organizes monthly team meetings to communicate business updates, expectations, and provide training opportunities
- Consistently review and suggest updates when needed, all customers service specific directional documents to ensure current and correct policies and procedures
- Ability to work cross functionally and serve as department liaison regarding process change, policy change, compliance issues, and department-wide communications
- Monitor and assess quality and effectiveness of training/program delivery and work with senior leadership to adjust accordingly
- Directly manages and partners with contact center Training Coordinator with monitoring and auditing communications from team members to customers ensuring productivity, process, and quality assurance
- Mentors Team Leads to provide effective and positive direction, correction, and counseling to team members as appropriate.
- Complete and distribute daily/monthly metric reporting to track and measure performance
- May perform other duties as assigned.
Preferred Requirements:
- Bachelor's degree in Business or Marketing preferred
- 5+ years related supervisory experience in a customer sales or service contact center setting
- Must possess strong communication (verbal, listening, and written) and interpersonal skills.
- Must demonstrate strong problem solving and multi-tasking skills, ability to adapt to change and work in a fast-paced environment.
- Proven record of developing and coaching high-performing teams.
- Demonstrated effectiveness in managing operational requirements and procedures in a call center.
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