What are the responsibilities and job description for the Supervisor Call Center position at Oriental Trading Company?

Overview

As our Supervisor Call Center, you will be responsible for overseeing daily operations of the Call Center to ensure exceptional service delivery, operational efficiency, and team success. You will provide direct supervision and guidance to Customer Service Representatives and Support Staff, fostering a positive and performance-driven environment. You will support the Call Center Director by executing key initiatives, maintaining quality standards, and ensuring consistent adherence to company policies and procedures. With a focus on team development, customer satisfaction, and cross-departmental collaboration, this role also plays a critical role in driving results and elevating the customer experience.

Detailed Description

Principal Duties and Responsibilities

Essential Functions

Supervise a team of Customer Service Representatives

Motivate, mentor, and develop team members to foster growth and high performance

Evaluate, coach, counsel, and, when necessary, discipline team members, ensuring timeliness and consistency

Interview, hire, and onboard qualified candidates; assist with departmental hiring decisions

Conduct performance evaluations and maintain documentation regarding employee performance

Promote positive morale and an engaging work environment within the Call Center

Act as a backup to Call Center Operations Director, making operational decisions as needed

Ensure timely and accurate order entry and adherence to established performance standards

Perform opening and closing duties; maintain service level goals and ensure adequate coverage across all areas

Oversee and complete assigned projects, coordinating with other departments as needed

Work closely with IT and warehouse teams to resolve major issues and manage special requests

Handle escalated customer issues requiring supervisory or managerial intervention

Support Call Center employees with questions related to policies, procedures, and customer situations

Conduct call, chat, and email reviews, providing actionable feedback to team

Collaborate with third-party vendors to meet customer expectations (e.g., shipping, item availability, invoicing)

Communicate, enforce, and model company policies and procedures in alignment with management direction

Maintain strict confidentiality on all job-related matters, including sensitive and privileged information

Facilitate documentation required by regulatory compliance standards

Support Call Center and departmental leadership with initiatives and cross-functional collaboration

Contribute to internal application processes and assist with internal communications as needed

Marginal Functions

Process telephone orders and catalog requests from customers; enter mail and fax orders into the system as needed (with appropriate training)

Assist in coordinating and executing special projects as assigned

Perform other related duties to support team and departmental objectives

Here’s what you need to join the fun:

Knowledge, Skills, and Abilities

Strong customer service and sales skills, with a thorough understanding of order entry policies and procedures
Proven ability to make sound decisions and effectively solve problems
Capable of managing multiple tasks independently, with strong attention to detail and the ability to prioritize in a fast-paced environment
Professional, adaptable, and well-organized, with a proactive and flexible approach to work
Able to work autonomously with minimal supervision
Demonstrated leadership skills with the ability to guide individuals, teams, or departments effectively
Excellent interpersonal, verbal, and written communication skills
Skilled at multitasking, managing competing deadlines, and maintaining a high level of organization across projects

Education

Associate’s degree or equivalent combination of education and experience

Experience

Minimum two years supervisory experience

Other Qualifications

Must work well in a fast-paced environment
Although position requires frequent movement, sedentary work is required

Join us at Oriental Trading, a Berkshire Hathaway Company, where fun means business!

Oriental Trading Company (www.orientaltrading.com), is the nation’s largest direct retailer of value-priced party supplies, arts and crafts, toys and novelties, and a leading provider of teaching supplies and affordable home décor and giftware. Founded in 1932 by a Japanese American, the Oriental Trading history of fun spans the better part of the last century. Today, Oriental Trading offers more than 60,000 products to individuals, teachers, schools, churches, businesses and nonprofits. With a corporate vision to “Make Life More Fun,” Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.

EOE

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Supervisor Call Center

What are the responsibilities and job description for the Supervisor Call Center position at Oriental Trading Company?

Overview

Detailed Description

Essential Functions

Marginal Functions

Here’s what you need to join the fun:

Education

Experience

Other Qualifications

What is the career path for a Supervisor Call Center?

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