Call Center Supervisor

ROLE SUMMARY

We are a customer centric service center that supports our retail operation. We care deeply for our customers and look for opportunities to exceed their expectations.

The Customer Service Supervisor role is important to the organization because they support not only our customers / consumers with issues and escalations, but they assist our Customer Service Representatives and Senior Customer Service Representatives with questions, training, research issues and administrative tasks.

The Customer Service Supervisor will be responsible for coaching and developing a team of employees to improve performance by focusing on Employee Engagement, Customer Satisfaction & Loyalty, Quality & Compliance, Revenue and Expense Management.

Although this role is specific to the Customer Service Supervisors’ job responsibilities, team members may be asked to assist with inbound phone calls and chat messaging as needed to support the business.

KEY DUTIES AND RESPONSIBILITIES :

• Lead a team of Customer Service Representatives by creating a customer centric atmosphere of performance.
• Provide coaching, training, and development for all team members weekly.
• Take ownership and fully resolve customer escalations.
• Hold daily team huddles and weekly team meetings focused on process changes, skill development, and recognition.
• Fully understand and manage business and employee metrics.
• Work cross functionally with both internal and external business partners.
• Conduct performance management as necessary including corrective action recommendations.
• May participate in interviews and provide input on hiring decisions.
• Manage projects and initiatives as needed to support the business.

SKILLS AND QUALIFICATIONS :

• Customer Satisfaction & Loyalty : The ideal candidate would love to speak with customers / consumers and goes the extra mile to ensure issues are resolved and expectations are exceeded.
• Drive for Results : The ideal candidate is somewhat competitive and has a strong desire to meet deadlines and exceed individual and team goals.
• Critical Thinking : The ideal candidate would be a problem solver who can process information quickly and leverages their resources to resolve issues on the first call.
• Communication & Collaboration : The ideal candidate would be able to explain concepts and products to customers / consumers and employees clearly and effectively and routinely checks in for understanding.
• Coaching & Developing Others : The ideal candidate listens for understanding, restates needs and provides solutions in a way that is understandable and comprehensive.
• Managing a Remote Workforce : The ideal candidate would have experience in managing employees remotely including managing and monitoring performance and establishing measures of accountability.
• Project Management : The ideal candidate would have experience in managing projects on behalf of the organization including defining scope, developing a project schedule and executing on deliverables.

PHYSICAL REQUIREMENTS :

• Must be able to push, pull, move, and / or lift a minimum of 25 lbs. to a minimum height of 5 feet and able to push, pull, move, and / or carry such weight a minimum distance of 50 feet, with or without mechanical assistance.
• Must be able to work seated and standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands / fingers to hold, grasp, turn, pick, pinch frequently / constantly to complete tasks.
• Must be able to have effective communication skills with all levels of leadership.
• Must be able to maintain multiple conversations via telephone, email or chat for extended periods of time.
• Microsoft office basic skills.

REQUIRED / PREFERRED EXPERIENCE :

• Must have at least 1 year of experience in leading people and managing processes.
• Call Center experience is a plus.
• Bilingual (Spanish) is a plus.

ADDITIONAL MINIMUM QUALIFICATIONS :

• Must be at least 21 years of age.
• High school diploma or equivalent education required.
• Must successfully complete a comprehensive background screening.

WORK SCHEDULE :

• 40+ hours weekly.
• Must be available to work evenings, weekends, and occasional holidays.

Equal Opportunity Employer - Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

This position will work an average of 40 hours per week and will be available after hours if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.

Nearest Major Market : Tampa