Full-Time

Contact Center Supervisor

Posted on 11/21/2024

Kobie

Kobie

201-500 employees

Consulting
Consumer Software
Financial Services
Consumer Goods
Entertainment

Junior, Mid

St. Petersburg, FL, USA

Hybrid work environment.

Category
Customer Support
Customer Success & Support
Required Skills
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
Requirements
  • 1+ years of contact center supervisory experience or directly relevant similar managerial experience, including conducting interviews
  • 3-5 years of relevant customer service experience
  • The ability to communicate in a clear, concise & helpful manner both verbally and written
  • The ability to take ownership of queue service levels
  • Experience de-escalating customer situations through effective communication and problem-solving skills
  • The ability to work independently, following directions and instruction regarding your role
  • Advanced computer knowledge with demonstrated proficiency in Microsoft Excel, and Word
  • A ‘whatever it takes’ attitude to care for customers, agents, and the business
  • Ability to demonstrate flexibility and agility with changes in work processes and the work environment
  • Strong ability to multitask and meet deadlines
  • Ability to make smart decisions quickly and/or under pressure
  • High customer service orientation with external/internal customers
  • Excellent problem solving skills and the ability to effectively guide agents through issues
  • Excellent communication skills (verbal, written, and listening)
  • High level of accuracy and attention to detail with excellent coaching & feedback delivery ability
  • Minimum High School Education (or GED)
  • Associates or Bachelor’s degree preferred
Responsibilities
  • Learn specific client loyalty program guidelines, initially and ongoing
  • Serve as a resource for your team for questions and assistance
  • Monitor customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with agents
  • Develop agent skillsets to ensure competency within current role and applicable future roles.
  • Engage each day with a positive, professional, customer-centric & team-oriented outlook
  • Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
  • Work with internal and external customers and clients to understand and resolve trends and emerging issues.
  • Coach, assess, and provide feedback for agents as well as setting team goals
  • Prepare team/queue activity reporting; be knowledgeable of events that impact(ed) team performance
  • Conduct ongoing interviews for new call center agents, to meet operational needs

Company Stage

N/A

Total Funding

N/A

Headquarters

Saint Petersburg, Florida

Founded

1990

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • AI-driven personalization in loyalty programs is gaining traction, benefiting Kobie's offerings.
  • Blockchain integration in loyalty programs offers enhanced security, aligning with industry trends.
  • Gamification in loyalty programs increases engagement, a trend Kobie can capitalize on.

What critics are saying

  • Emerging loyalty tech startups pose a threat to Kobie's market share with innovative solutions.
  • Rapid AI advancements may outpace Kobie's capabilities, necessitating significant R&D investment.
  • Data privacy regulations like CPRA could impact Kobie's operations and increase compliance costs.

What makes Kobie unique

  • Kobie is a leader in loyalty technology, recognized by Forrester as a top provider.
  • Kobie has a strong people-first culture, earning a Top Workplace USA award.
  • Kobie transitioned early to a remote work model, enhancing employee satisfaction and safety.

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