Job Summary
As the Supervisor of Customer Service, you will be supporting the Sr. Mgr. and act as the "manager in charge" when the Manager is not available. You will be the Subject Matter Expert supporting various teams, with focus on the Call Center. You will also determine opportunities to automate processes and functions to improve business productivity, efficiency and meet department goals.
What You Do
•Build, lead, and mentor a team of Customer Experience Booksellers & provide day to day direct supervision and support.
•Identify training and development needs of agents working closely with the CS Training Team to ensure curriculum and knowledgebase articles are current, effective, and available.
•Ensure all key performance metrics are met.
•Provide coaching & mentoring to team to ensure required responsibilities are met and employee development is addressed.
•Identify gaps & opportunities in customer experience and communicate regularly on current customer issues, trends, and recommended solutions to management.
•Be a subject matter expert and work cross-functionally with CS Teams to communicate issues, feedback, and ideas advocating as & for voice of the customer and voice of the agent optimal experiences.
•Handle customer calls periodically to stay in-tune with trends, issues, and navigating CS tools as well as to help with volume when needed.
•Conduct team meetings to provide status updates on CS initiatives, trends, and training huddles.
•Actively participate in QA-sponsored Call Listening & Focus Group Sessions working collaboratively on improvement opportunities and assessing contact experiences.
Knowledge & Experience
•Must have at least 2-3 years in a lead or supervisory role
•Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
•Ability to work well under pressure while consistently meeting deadlines.
•Demonstrate strong prioritization and analytical skills.
•Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
•Strong verbal communications & writing skills.
•Customer service experience with call center experience preferred.
Expected behaviors:
•Well organized and manages time effectively.
•Has good teamwork skills; ability to motivate & guide team well.
•Makes decisions based on sound logic.
•Results-Oriented; ability to focus on goals pivoting where needed to drive results and deliver exceptional customer service experiences.
•Adapts well to changing situations
EEO Statement
As an Affirmative Action Employer, Barnes & Noble hires qualified people to perform the many tasks necessary for the success of our business and is committed to diversity in the workplace. An essential part of this policy is providing equal employment opportunity for all. All employment practices and decisions-including those involving application procedures, recruitment or recruitment advertising, hiring, placement, job assignment, transfer, promotion, demotion, training, rates of pay or other forms of compensation, benefits, discipline, leave of absence, layoff, recall, termination and general treatment during employment-will be conducted without regard to self-identified, perceived or actual age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression (including transgender status), hairstyle, height and/or weight, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other self-identified, perceived or actual characteristic protected by applicable federal, state, or local laws and ordinances.
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