Call Center Supervisor

Boden is seeking an experienced Contact Center Supervisor to supervise and provide positive development, coaching and support to a team of CSRs, ensuring a balance of meeting KPI metrics and providing an outstanding level of customer service. Seeking a demonstrated ability to plan, organize, staff and prioritize the Contact Center’s daily work activities based on volumes, with the ability to adjust as needed throughout the shift.

The Contact Center is open seven days a week with the CC Supervisor position being a flexible, full-time, exempt role. The working hours are from 12pm to 8pm on scheduled weekdays and from 9am to 5pm on scheduled weekends. The Contact Center operates in a hybrid environment, working three days in the office and two days working remotely after the completion of training within the Pittston, PA office.

Boden, a British clothing retailer with a Contact Center in Pittston, PA started with a shirt. Well, eight to be precise. In 1991 when Johnnie Boden couldn't find a 'just right' shirt, he crafted them himself from his kitchen table. Years later and he's fronting a major British clothing brand. It took hard work, determination - countless cups of tea - and brand values that we still champion today; stylish, grounding, uplifting.

At Boden, we inspire you to live your best life. Stylish, grounded, uplifting – that’s us. We behave like your best friend. We always strive to improve and grow. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden!

JOB SUMMARY

Supervise and provide positive support to a team of Customer Service Representatives (CSRs) ensuring a balance between maintaining established Contact Center KPI metrics and meeting/exceeding customer expectations through outstanding levels of customer service.

ROLE RESPONSIBILITIES

• Supervise and lead a team of CSRs to deliver exceptional experiences while meeting performance and productivity targets
• Plan, organize, prioritize and staff the daily work activities of the Contact Center, adjusting as needed throughout the day
• Maintain and update CSR schedules in a timely manner to ensure accuracy
• Hold bi-weekly one-to-one meeting with individual team members along with monthly group team meetings
• Provide regular performance feedback to CSRs, including identifying opportunities for improvement, individual growth and development
• Ensure timely and accurate time and attendance records for team of CSRs
• Drive growth and development of CSRs by providing coaching, goals, and consistent feedback to work towards increasing CSR skill levels
• Ensure performance goals are met by driving productivity and improving CSR skills
• Lead, motivate and inspire CSRs to succeed
• Prioritize completion of daily tasks including assigning tasks and responding to enquires
• Conduct and document timely performance evaluations; develop coaching and performance plans as needed
• Collaborate with Assistant Manager to resolve employee concerns or issues
• Hold CSRs accountable to policies by identifying and addressing violations and/or delivering disciplinary actions following guidance from the Assistant Manager, Manager and/or HR
• Keep up to date documentation of conversations regarding coaching and behavioral concerns
• Act as an escalation contact for CSRs, as needed, with difficult customers
• Provide consistent, regular and up-to-date communication with CSRs regarding offer details, procedures, policies, company updates, etc.
• Escalate CSR and customer feedback through appropriate channels
• Collaborate and effectively communicate with fellow Supervisors and Managers regarding Contact Center needs and issues
• Work closely with the Training Team to support feedback and coaching of CSRs to stay aligned when assessing customer contacts
• Monitor workspaces regularly for PCI and procedural compliance
• Collaborate with the UK Contact Center to keep assessments and procedures aligned
• Participate in the interviewing and selection process of prospective employees for open positions
• Additional duties as needed

REQUIREMENTS

• Minimum 1 year supervisory experience
• Minimum 2 years customer service/contact center experience
• Proficiency in Microsoft Word and Excel
• Strong verbal and written communication skills
• Strong interpersonal and customer service skills
• Proficient problem solving skills
• Passion for delivering an extra special experience to customers
• Hybrid, working from home and in-office experience is a plus but not required

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.

BENEFITS

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance