Customer Care Supervisor
About Jagged Peak:
Jagged Peak is an end-to-end ecommerce provider, offering best-in-class services and solutions to leading fashion, beauty and lifestyle brands on a global scale. We provide the technologies and operations that enable emerging businesses to evolve and established businesses to prosper. Jagged Peak unifies website development, digital marketing strategies, omni-channel fulfillment, supply chain logistics and customer care across domestic and international boundaries to create a seamless brand experience. With locations in North America, Hong Kong and Shanghai and plans for further expansion. We are positioned for growth so join us today and grow with us.
The Customer Care Supervisor is responsible for organizing and supervising daily activities related to customer care operations. The main responsibility of the Customer Care Supervisor is to lead the customer care agents by driving successful customer interactions and efficiently managing daily work load to promote FCR. The Customer Care Supervisor will spend at least 40% of their time monitoring and coaching agents to strengthen skills and modify behaviors that directly impact the KPI's within the customer care. The Customer Care Supervisor will foster teamwork, provide recognition, and address issues related to performance. In addition, the Customer Care Supervisor will assist in handling escalated customer issues. Ultimately the Customer Care Supervisor will be responsible for executing day-to-day operations, coaching the agents and driving positive change to exceed customer and client expectations.
Works closely with the agents to answer questions and assist in resolving issues.
Develops materials including leader guides and presentations; learning materials, activities and hand-outs, to address areas of opportunity for improvements.
Work closely with the workforce planning department to coordinate and implement cross training on a monthly basis.
Resolves escalated customer concerns or problems to ensure total customer satisfaction.
Coaches associates toward improved performance and efficiency.
Proposes and implements methods to improve procedures toward achieving world-class customer service.
Maintains a positive attitude all times and promotes a positive team-oriented and employee-participative culture.
Has solid understanding of company policies and procedures and enforces those policies and procedures on a consistent basis.
Assists in new training classes or with refresher/product training as needed.
Assists and participates in team meetings
Handles inquiries requiring further research and communication with Clients
Identifies potential customer or staff issues/challenges and elevates them appropriately to ensure better overall quality and performance.
Works independently with minimal supervision required.
Supports management decisions and acts as an advocate to champion ideas among the group.
Is flexible with scheduling based on business needs.
Responsible for running daily/weekly reports for their team in order to identify and respond to any issues regarding quality, AHT, or service levels. Responsible for knowing their team's stats each day.
Responsible for ensuring that workload is being completed in a timely manner. This includes ARs, social media responses, support functions, and additional clerical activities as needed.
Provides a weekly coaching summary to management outlining any challenges and wins their team had during the week.
Demonstrates high levels of follow-through and ownership in handling their day-to-day tasks
Ensures proper coverage of the escalation line to ensure that service level of that line is met.
1-2 years' experience in a supervisory role within a fast-paced inbound or outbound customer service center;
PC experience including Word, Excel, PowerPoint, and Access
Flexible, encouraging coaching style;
Team player with a positive attitude;
Proven decision-making and analytical skills;
High energy level, proven motivator;
Proven ability to juggle changing priorities;
Able to work a wide variety of hours, including nights and weekends, as needed;
Exhibits excellent attendance traits;
Able to attend all client related training
The work environment characteristics described here are representative of what an employee encounters while performing the essential functions of this job. The employee works in an office environment with a low to moderate noise level. Required work hours are M-F 8:30 a.m. to 6:00 p.m EST. This position will occasionally require additional work hours and may change at Jagged Peak's discretion with or without prior notice.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to remain in a stationary position 50% of the time.
Occasionally move about inside the office to access file cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Must read, write and speak fluent English for filling out forms, use of programs, work direction, communications to customers, as well as employee and interdepartmental interaction, etc.
Actively moving about in a warehouse distribution center which may occasionally require standing for long periods of time, walking, moving, bending, kneeling, reaching, pushing and pulling.
Must be authorized to work in the U.S.
Jagged Peak is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, disability, religion, gender, national origin, age, marital status, veteran status or any other characteristic protected by applicable law.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.
Jagged Peak, Inc.