What are the responsibilities and job description for the Contact Center Supervisor position at Kobie Marketing, Inc?
Why you will love working for a National Top Workplace
We are a global leader in loyalty marketing.
We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 500M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most.
We are a mission and values driven company.
Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.
We are values driven at every point. Over our 30 year journey, we’ve created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients.
About the team and what we’ll build together
You are a Contact Center Supervisor who thrives on ensuring amazing customer service, meetings contractual service level agreements, and mentoring your team to do great things. You embody a ‘can-do’ attitude, maintain composure no matter what, and enjoy being a resource for your team. In this role, you will hire and manage a team of Tier 1 Contact Center Agents who work with our loyalty customers by phone and / or email. You will provide guidance, assistance, coaching and feedback to your team while ensuring that service levels are being met at all times.
How you will make an impact
- Learn specific client loyalty program guidelines, initially and ongoing
- Serve as a resource for your team for questions and assistance
- Monitor customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with agents
- Develop agent skillsets to ensure competency within current role and applicable future roles.
- Engage each day with a positive, professional, customer-centric & team-oriented outlook
- Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
- Work with internal and external customers and clients to understand and resolve trends and emerging issues.
- Coach, assess, and provide feedback for agents as well as setting team goals
- Prepare team / queue activity reporting; be knowledgeable of events that impact(ed) team performance
- Conduct ongoing interviews for new call center agents, to meet operational needs
What you need to be successful
Education :
Our teammates are at the heart of everything we do
Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like FitOn, to generous vacation timefor yourself, we support your health needs fully. In today’s job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie’s competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career.
Kobie a place for all
We don’t just accept differences – we embrace, share, and celebrate them!
