Customer Care Supervisor

WHO WE ARE

Benchmark Brands, through its FootSmart catalog and FootSmart.com website is the nation?s leading direct response marketer of foot and lower body health care products and comfort footwear.  Voted to the Atlanta Business Chronicle?s list of the Top 50 Fastest-Growing Companies in Atlanta for 5 straight years (2001 ? 2005), the company is committed to building a ?best of breed? direct-to-consumer organization.  Join our entrepreneurial, customer-centric company in the role of Customer Care Supervisor at our Atlanta (Norcross), GA headquarters. 

 OUR CONTACT CENTER

Currently operating in a 60 seat order capture call center environment, our customer contact operations encompass over 1 million calls per year, mail-order processing totaling 150,000 orders per year and email customer service support for our FootSmart.com and WalkSmart.com websites.  Our Contact Center operates from 8:00 a.m. to 11:00 p.m. 7 days a week and after hours order calls are handled by a third party call center.

 WHO WE ARE LOOKING FOR

Reporting to the Director, Contact Center Operations, the Customer Care Supervisor will manage team leads, order management administrative support staff and CSR?s to ensure operational efficiency, productivity and customer experience quality management in an inbound order capture / customer service environment.  The individual we seek will be a motivated and experienced contact center professional who is dedicated to providing an excellent customer contact experience to our valued customers. KEY RESPONSIBILITIES

Direct team leads to ensure effective coaching and monitoring of CSR?s through observation and daily feedback to meet order conversion, call quality and call handling performance objectives

 

Monitor CSR schedule adherence, attendance and performance issues in conjunction with team leads; counsel and take corrective action as necessary. 

 

Ensure that service standards in terms of call abandonment and call service levels are met

 

Utilize activity and quality reporting to review, evaluate, coach and manage CSR performance

 

Participate in the recruitment, selection and on boarding of new CSR?s.

 

Demonstrate solid decision-making skills when handling escalated customer issues.

 

Work with Contact Center management to create a positive work environment conducive to CSR retention and job satisfaction

 

Clearly communicate company policies and procedures and ensure CSR?s are aligned with company core values

 

Make appropriate decisions with regard to corrective actions when necessary

 

Solicit input from team leads, CSR?s and staff concerning ideas to improve productivity, quality and service

 

Work with trainer and Contact Center Director in the development of scripting, procedures and training materials

 

Routinely conduct call monitoring, ensuring consistency and a level of quality service provided by each CSR

 

Provide information regarding daily work flow activities to Contact Center Director through daily reporting on activity and performance measures

 QUALIFICATIONS

 

  Bachelor?s degree strongly preferred; 5+ years experience in a related field acceptable

 2+ years experience as a Team Leader or Supervisor in an inbound order capture contact center environment

 Strong coaching and counseling skills with the ability to manage adherence to standards and practices to achieve performance objectives

  Excellent interpersonal skills with the ability to work effectively with individuals at all levels

  Demonstrated ability to lead a team in the successful achievement in specific goals and objectives

  Team player with the ability to function in a fast growth dynamic environment

Strong proficiency with in Microsoft Outlook, Excel and Word

  Ability to create and analyze Call Center metrics reporting

  Working knowledge of ACD systems, work force scheduling software, IVR, and related call center technologies

  Ability to deal with difficult situations and at the same time maintain a professional attitude

  Demonstrated ability to build rapport with subordinates and peers

 WHAT WE WILL PROVIDE TO YOU

 

We offer a very competitive salary and bonus program as well as a strong benefits package including 401k.  For more information on the company, please visit:  http://www.footsmart.com