Member Services, Contact Center Supervisor
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Job Description
Supervisor in a remote contact center creating an empowered environment for member-focused service and coaching Associates. Driving operational improvement in a fast-paced, high-volume setting.
Responsibilities:
- Utilize Associate KPI data, and real-time interaction observations to build customized, behavior-based coaching plans for each team member.
- Maintain the operational integrity of your team by ensuring timecards are accurate and all performance management documentation is correct and delivered timely.
- Lead impactful virtual team huddles and 1:1 meetings that translate our brand’s high standards into daily actions.
- Serve as the final touchpoint for Members needing additional support.
- Actively contribute to operational evolution by identifying trends, gaps, and opportunities from frontline insights.
Requirements:
- High School Diploma or equivalent
- 3-5 years of experience in a Member Contact Center environment (e-commerce or luxury retail is a major plus) with at least 2 years in a supervisory role.
- Proficient in relevant computer applications and able to navigate multiple systems simultaneously.
Benefits:
- Health insurance
- 401(k) participation
- Paid time off
- Stock options
- Bonuses
- Equipment allowances
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