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Contact Center Supervisor

Key Deliverables:
  • Develops, observes, and motivates assigned team leads and CSR s
  • Consistently conducts coaching and performance reviews of team leads and CSR s to identify opportunities and recognize positive behaviors. Responsible for documenting any related discussions
  • Ensures consistent performance evaluation is executed, conducts coaching and performance results to identify opportunities and recognize positive behaviors also participate in live monitoring and recorded call and e-mail scoring calibration to ensure evaluation consistency
  • Proactively solves problems and provides timely resolution to ensure minimal impact to customer and CSR
  • Identifies team and individual training needs and develops plans for immediate and long-term performance improvements
  • Acts as primary technical point of contact for CSR s and internal IT partners
  • Identifies the most appreciative course of action for problem resolution and effectively communicates plans to those impacted. Holds team meeting presentations with CSR s
  • Provides support to frontline agents and escalated issues as needed
  • Promotes a supportive environment in which CSR s are encouraged to solve problems and address customer issues
  • Determines requirements for next level progression or additional coaching
  • Monitors and controls expenses in support of budget goals
  • Participates in special projects, activities and supports teams by providing ad hoc information and reports as directed by management
  • Ensures the organization s core values are continually reinforced
  • Thinks timely and critically to solve problems and demonstrates the ability to effectively communicate key initiatives or actions to Meijer stores via email, oral presentations, teleconference, memos and other methods
  • May be required work varying shifts and weekends as required by the business

This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

Qualifications:

  • Bachelor s degree or equivalent combination of education and work experience
  • When supervisory coverage includes the pharmacy call center, pharmacy technician license required
  • 2+ years of leadership experience in retail or contact center
  • Understanding of call center technology and queuing principles


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