Ensure customers enjoy a top tier customer experience by leading Customer Resolution Specialists
Support Social Customer serving inquiries across various platforms
Handle escalated customer calls involving complex situations
Monitor inbound call volumes and individual/center performance metrics
Engage in performance feedback and coaching of team members
Ensure compliance with regulations and company policies

Bachelor’s degree in business, related discipline or equivalent experience
Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities
Familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools
A high level of Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook
Advanced analytical, verbal, written, interpersonal, and negotiating skills

Supervisor, Customer Resolutions

About this role