The Customer Service Supervisor is responsible for the daily activities of 8 to 12 Customer Service Agents that may provide sales and service fulfillment and administrative support to REV WW customers. The CSS manages escalated calls, researches and resolves complex client issues, analyzes data, identifies trends, sets priorities and provides feedback and recommendations to site leadership.Responsible for performance reviews to assess strengths and development needs providing feedback and opportunities for growth Position may assist with escalated issues when overflow call volume requires additional phone coverage. 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Resolve escalated customer issues in accordance with Rev WW policies in a manner that maximizes customer satisfaction.
• Observe and evaluate agent performance and provide appropriate and timely feedback and instruction.
• Communicate work procedures and company policies to agents; answer related questions regarding policies and procedures.
• Actively evaluate agents and procedures; make improvement recommendations to management.
• Authorize courtesy customer credits and expedite replacement orders.
• Prepare, maintain, and submit daily, weekly and monthly service level reports.
• Maintain and update agent scorecard statistics and provide reporting as needed.
• Sets team direction, resolves problems and provides guidance to team members
• Influences or provides input to forecasting and planning activities
• Establish a positive working environment that promotes staff retention and satisfaction and results in internal and external customer satisfaction
• Foster an environment of trust through open cross-team communication
• Manage and develop call center Agents
• Provide clear direction and works to develop action plans to improve individual performance
• Maintain and manage methods of achieving the quality and production standards that meet performance guarantee commitments
• Participate in the recruitment process
• Work with management and Human Resources as appropriate to confront potential or existing disciplinary issues promptly and effectively

Skill Sets Needed:

• Ability to encourage and motivate people with responsible attitude.
• Good people skills to build solid relationships with professionals at all levels.
• Ability to plan well and prioritize work.
• Calmness under pressure and maintain records in timely and accurate mode.
• Good decision-making, communication, and IT skills.

Qualifications:

•·           Associate degree from an accredited institution

•·           Fluent in English and Spanish

•·           2 to 3 years of management or supervisory experience in call center

•·           Familiarity with call center technology and reporting methods is required

•·           Proficiency in MS Word and Excel is required

•·           Clear background check

•·           Good credit

Apply:  Send resume to kelsy.farley@revworldwide.com