What are the responsibilities and job description for the CEC Supervisor position at Omaha Steaks?
Love What You Do.
Omaha Steaks employees work every day to deliver experiences that bring families and friends together, across the country. We’re proud to sell world-famous steaks and a menu of outstanding, wholesome products. The work is worthy of our name and the exceptional customer experience makes a lasting impression.
Big Brand, Small Company.
Your work will help define the future of an American heritage brand and household name. Omaha Steaks reach is broad and impact is huge; our team is small, adventurous, and entrepreneurial. If you’re energized by making things happen, this is the place for you.
Job Summary
Supervises, coaches and motivates customer care staff in order to meet or exceed department goals. Assigns and prioritizes tasks and instructs staff on procedural changes. Maintains excellent working knowledge of Company policies, processes and procedures and answers questions from customers and employees. Handles difficult customer transactions and requests.
Major Job Responsibilities/Job Duties
Omaha Steaks employees work every day to deliver experiences that bring families and friends together, across the country. We’re proud to sell world-famous steaks and a menu of outstanding, wholesome products. The work is worthy of our name and the exceptional customer experience makes a lasting impression.
Big Brand, Small Company.
Your work will help define the future of an American heritage brand and household name. Omaha Steaks reach is broad and impact is huge; our team is small, adventurous, and entrepreneurial. If you’re energized by making things happen, this is the place for you.
Job Summary
Supervises, coaches and motivates customer care staff in order to meet or exceed department goals. Assigns and prioritizes tasks and instructs staff on procedural changes. Maintains excellent working knowledge of Company policies, processes and procedures and answers questions from customers and employees. Handles difficult customer transactions and requests.
Major Job Responsibilities/Job Duties
- Improves performance by aiding in the development of sales, service and leadership skill and techniques of CEC Agents and Team Leads.
- Develop an IDP and career path for CEC Agents and CEC Team Leads, assist with setting goals and measurement of performance checkpoints, and conduct regular one on one meetings to discuss progress and development.
- Evaluates Individual performance of CEC Agents and CEC Team Leads through live monitoring and QA software as well as provide feedback using positive re-enforcement techniques.
- Conducts fair, objective, and accurate monthly and annual performance evaluations
- Enforces Company/department rules and policies fairly and consistently. Counsels CEC employees and administers corrective action when appropriate.
- Keeps and maintains all necessary documentation related to agent performance, corrective actions, coaching, and issues or activities related to the call center environment. Communicates issues with Management and if needed with HR.
- Maintains a knowledge of systems such as Social Media, Tranmon, Emails, Queues, Realtime Adherence Software, and the functions required to perform the duties associated with them. Assists with these tasks when necessary.
- Maintains a clear understanding of the scripts and verbiage used by CEC agents to achieve sales and service goals.
- Maintains a working knowledge of current and upcoming marketing efforts to support sales initiatives and aid the staff in achieving sales goals.
- Collaborate with marketing partners to gain a knowledge of marketing projects, future product releases, and/or changes to marking.
- Conduct regular meetings on products, new and upcoming products, and sneak peek products with agents to increase their product knowledge.
- Participate in product testing and reviews when offered by the company and give feedback to the product development team.
- Promote the sharing of positive personal experiences with our products amongst the staff.
- Designs and implements meetings (at least monthly), training, contests and motivational programs on a regular basis.
- Performs all other duties as assigned.
- 2- year college degree or equivalent
- 3-5 years experience in customer service/sales/supervisory experience preferred. Remote experience preferred.
- Five 9/cloud based phone system
- Microsoft Office (Excel; Word; Teams)
- Ability to drive performance through effective coaching, motivating, and leadership skills
- Knowledge of sales techniques and applications
- Strong verbal and written communication skills
- Excellent time management and organizational skills.
- Ability to make objective decisions and use good judgment.