Customer Care Supervisor

We are a family-owned, multi-channel retailer located in West-Central Wisconsin that has proudly been in business for more than 117 years. We own and operate 10 businesses that sell everything from shoes and apparel to bedding and electronics through our E-Commerce websites and direct mail catalogs, with some businesses offering our own proprietary credit payment option. We have a strong commitment to support the communities where we work and live.

The Contact Center Supervisor is charged with provide supervision to the Customer Care Contact Center team, who must also motivate and provide support to ensure a positive customer experience with every contact.  Accountable for hourly, daily, weekly key performance metrics and work tasks are being met and addressed in a timely manner.

What you’ll need:

• 2-4 years of supervisory experience in a contact center or other retail environment

• Ability to lead and motivate teams to perform at their best

• Customer and employee focused

• Excellent verbal and writing communication skills

• Strong organizational skills

• Excellent problem solving and analysis skills

• Strong technical skills

• True passion for developing their employees

• Oversite of system information and integrity of data (i.e. agent data, schedule adjustments)

• Represent the Customer Care Team on assigned task forces and projects

What you’ll do:

• Inspire, motivate and lead customer care contact center team members to perform at their highest level handling all customer care contacts in a timely, efficient and knowledgeable manner

• Provide daily direction and communication to team leaders and the customer care team, creating and maintaining a high-quality, professional and fun work environment

• Champion, improve, and execute world-class Customer Experience processes and procedures

• Proactively and properly manage staffing levels and job tasks (phone and back office) through real-time management

• Provide real-time support to Customer Care team with customer questions and escalations

• Monitor staff performance by observing all communication channels to ensure world-class quality of service

• Manage team leaders, teams and individual performance to ensure key metrics are being met through coaching, continuous improvement, performance evaluations and corrective action up to termination, if necessary

• Empathetically respond to employees who experience work and/or personal problems, providing appropriate coaching, direction and resolution; appropriate judgment in upward communication in escalating or sharing information with Customer Care Contact Center Managers, Director, and/or Human Resources is of upmost importance

• Monitor and manage Outlier reporting, including coaching and following up on performance improvement plans

• Handle customer escalation calls and own resolution to meet customer’s needs

• Provide back-up for all order processing/customer service functions during high volume times of days; peak and off-peak weeks

• Assist in professional development and training and continuous education of Customer Care team

• Assist with interviewing and new employee orientation

• Provide continual evaluation of processes and procedures and suggest methods to improve area operations, efficiency and service to both internal and external customers

• Generate or review hourly, daily, weekly and monthly reporting of key performance metrics and other statistics that are important to our business needs

• First point of contact during an outage or any other event impacting the Customer Care team and responsible for following escalation procedures

 What you’ll get:

• Medical, Dental, and Vison coverage
• 401k match
• Tuition reimbursement
• 35% store discount
• Companywide events
• Nights, weekends and holidays off!