URBN Call Center Supervisor

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States Role Summary:

As a Contact Center Supervisor, you are responsible for developing and coaching Customer Service Representatives to provide the highest level of customer service with the singular focus of pleasing our customers. To thrive in this position, it is crucial to be a motivated team player with a positive attitude. You should also possess excellent organizational and communication skills. The ability to work well in a multi-task environment with attention to detail and a willingness to take on new and diverse tasks.

• Collaborate effectively with all levels of the organization, including customer service representatives, peer supervisors, operations representatives, customer service managers, subcontractors, and program managers.
• Engage calmly and respectfully when under pressure, providing the highest level of service mandated by the customer.
• Assume leadership responsibility for department tasks and call center activities and assist with employee workload as required.
• Champion employee development through performance appraisals and regular one-on-one touch bases, maintaining comprehensive records.
• Facilitate and deliver training utilizing department guidelines including EJT, initiatives, and uptraining.
• Sustain an overall understanding of your team's monthly performance scorecard, and management process, including CMGAR and reviews.
• Maintain and present monthly reports, action plans, and presentations to senior leadership in team meetings.
• Act as the subject matter expert, exercise good judgment, make independent decisions, and proactively solve problems.
• Share pertinent program updates promptly using Teams Chat, Phone, and Email.
• Attend assigned daily and weekly meetings, including Quality Calibration sessions.
• Implement, apply, and adhere to all call center and URBN policies and procedures.
• Log in to Queues as required during high call volume and/or all hands status.
• Review contract scope and requirements.

#INDOTHER

• Must be 18 years or older
• Four-year degree or a minimum of 2 years of customer service experience and 1 year of leadership experience in a call center.
• Excellent written and verbal communication skills, English required.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.