Contact Center Supervisor

Sub-Zero, Wolf, and Cove is a family-owned company seeking a Contact Center Supervisor to oversee a team of Customer Care Representatives. The role involves team coaching, performance management, call monitoring, and training, as well as handling escalated negotiations and dispute resolution.

Requirements

• Meeting monthly KPI's performance goals for customer satisfaction
• Performance Management for direct reports to facilitate personal and professional growth
• Conduct formal performance reviews, including annual goal setting, mid-year performance reviews and final year-end performance reviews
• Assist in the administration of team attendance records, vacation schedules and staffing schedules
• Handle incoming calls from customers and field partners
• Participate in hiring interviews and new CCR agent selection

Benefits

• Competitive compensation based on skills
• Industry leading health, dental, and vision plans
• Generous 401 (K) savings and profit sharing
• Education assistance and internal training programs
• Electric vehicle charging
• Maternity & paternity leave