Customer Service Supervisor

POM Wonderful is a leading producer of fresh pomegranates and pomegranate-based products, committed to health and sustainability. They are seeking a Customer Service Supervisor to manage and develop a diverse team in a contact center, ensuring performance standards are met while promoting a positive work environment.

Responsibilities:

• Manage & develop a team of diverse backgrounds
• Assign goals and objectives that challenge employees to continuously improve their skills
• Coach and Develop team regularly; write and deliver performance appraisals
• Effective business, oral and written communications skills
• Utilize an adaptive and situational coaching style to achieve incremental performance improvement
• Proactive team coaching to ensure all performance standards are met and/or exceeded
• Responsible for functional management of non-exempt employees including but not limited to selection, attendance monitoring, corrective action, development; and providing input/facilitating in recruiting and training
• Remote and side by side monitoring for all phone agents to evaluate and develop customer service skills and job knowledge; attend and participate in calibrations sessions, conference calls, etc
• Demonstrate teamwork by proffering support and assistance to other managers as needed
• Respond to escalated inquiries from customers and employees
• Utilize and promote POM Wonderful retention programs to aid in minimizing attrition, recognizing the link between recognition and retention
• Take start to finish ownership of employee issues even when liaison with another group is required
• Analyze work data to ensure team goals are being met and exceeded
• Meet all individual goals and deadline
• Continue ongoing development of a comprehensive department manual that outlines policies and procedures
• Point of contact for sales issues with customers / orders
• Provide direction and feedback on the development and introduction of new products and services to guarantee successful implementation and reduction of service issues
• Demonstrate flexibility by working varying shifts to meet business needs by
• Holistic understanding of overall department including areas outside of your assigned area of specialization
• Perform other tasks as required

Requirements:

• 1-2 years of experience in similar role or any equivalent combination of education, training and experience that demonstrates the ability to perform the duties of the position
• A Leader by example
• Consummate Professional
• Ability to receive and provide coaching and feedback
• Excellent customer service & support skills
• Proficiency in utilizing multiple software applications including, Word, Excel, Outlook
• Ability to make decisions with little direction
• Strong attention to detail
• Ability to multi-task in a fast-paced, constantly changing environment
• Maintain on-going awareness and understanding of emerging technologies and methodologies
• Must display a strong desire to achieve and maintain high levels of both internal and external customer satisfaction
• Possess strong written, verbal, analytical and interpersonal skills