ESP Customer Service Supervisor

$58,425 - $87,637/Yr

Camping World - Greenville, NC

Full-time - Mid Level

Greenville, NC

Motor Vehicle and Parts Dealers

About the position

We are looking for a top performing ESP Call Center Operations Supervisor to organize and direct the staff of our ESP Customer Service call center and assist with management of reporting, KPI's, and operational processes needed for the efficient operation of the ESP Call Center teams (Service, Sales, Lead Generation). You will be responsible for proactively assessing the individual Customer Service Representatives work and providing feedback to maximize performance. An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results oriented. The goal is to drive excellent performance from the individuals on your team and the processes you oversee to bring sustainable business growth.

Responsibilities

• Assist in the formulation of targets for individuals and teams
• Assist with recruiting, hiring and onboarding new employees
• Answer questions from staff and provide guidance and feedback
• Quality monitor calls to validate, coach, and correct agents using existing KPI requirements and scripting on a daily basis
• Anticipate escalation and take over calls when needed
• Recommend ways to optimize / enhance operational procedures for maximum efficiency of department
• Measure performance with key metrics such as call abandonment, occupancy, hold times etc. on a consistent basis
• Ensure adherence to policies for attendance, established procedures, Quality Assurance scoring etc.
• Keep management informed on issues and problems
• Prepare daily, weekly, MTD, monthly/annual results and performance reports as defined

Requirements

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English; Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure
• High school diploma or equivalent

Benefits

• Paid Time Off
• 401(k)
• Employee Assistance Program
• Good Sam Roadside Assistance
• Discounts
• Paid parental leave (if eligibility is met)
• Tuition Reimbursement (if eligibility is met)
• On the job training opportunities
• Comprehensive benefit package including medical, dental, vision and more for full-time associates
• Access to dental & vision coverage for part-time associates