Customer Service Supervisor - LifeVantage Corporation : Job Details

Essential Duties and Responsibilities include the following and other duties as assigned.

Process Improvement

* Works with Mentors and representatives to effectively answer incoming phone calls according to the department Key Performance Indicators (KPI).

* Works with Management to create reporting metrics and KPI to improve the success and effectiveness of the call center.

* Coordinate with WFM Analyst and discuss reporting and staffing requirements to accommodate future growth.

* Track and monitor all KPI's and work with all supervisors to assist their direct reports in hitting and exceeding expectations.

* Encourages team members to look for opportunities for process simplification and improvements.

* Support Director, Retention on a daily basis by maintaining a committed and positive attitude, as well as helping as requested with departmental tasks and special projects.

* Analyzes, updates, and develops S.O.P (standard operating procedures) for all processes.

* Collaborate with the training team to support new hire orientation sessions.

* Engage with team members to enhance the quality of their interactions through coaching.

* Other duties as assigned.

Daily Responsibilities

* Check attendance, update attendance tracker and send out Daily Attendance Email.

* Real Time adherence to the queue. Reporting agents using incorrect codes and providing feedback.

* Approve/Deny PTO requests from the agents within 24 hours.

* Update any entries needed in the coaching log for attendance or queue behavior.

* Collaborate with other supervisors to share helpful reports about the agents.

Weekly Responsibilities

* Statistics are due to management no later than close of business Tuesday.

* Attendance reports to management no later than close of business every Friday.

Monthly Responsibilities

* Update Executive Dashboard Master and send to management no later than five days after end of month.

* Update the Attendance Tracker and clear attendance points prior to the third (3rd) of each month.

* Add new hires to lunch schedules, attendance trackers, coaching logs and employee list. Within a week after start of training.

* Remove any termed or transferred employees from all reports, lunch schedules, attendance trackers, coaching logs and employee list. In the same week as termed or transferred.

Coaching/Counseling

* Focuses on helping Mentors improve their leadership skills and knowledge through day-to-day coaching and setting clear and obtainable goals.

* Challenges team members in providing exceptional support to both external and internal customers.

* Participates in the interviewing, hiring, training and counseling process with assistance from HR and Management.

Performance Feedback

* Ensures an effective performance tracking and feedback system is in place, which includes a comprehensive set of metrics.

* Conducts regular on time performance appraisals of all direct reports which include personal and team goals as well as action plans and time tables.

* Manage performance reviews, goal settings, and all other feedback for all mentors and representatives.

* Spends time anticipating potential problems and develops plans to prevent crisis from occurring.

* Works with WFM Analyst to monitor attendance tracker and recommendations on discipline for representatives and mentors.

* Works with the Contact Center Trainer to develop a comprehensive and concise training program both recurring and for new agents.

* Works closely with the Director of Distributor Support and Retention & Customer Care Manager to develop and implement call center contests and awards based on KPI goals and attendance.

Administration of Departmental Policies and Procedures

* Makes department policy or process exceptions in direct manager's absence.

* Supports and adheres to all company disciplinary action procedures.

* Knows and understands the contents of the company handbook.

* Supports and adheres to all company personnel policies and procedures.

* Makes sure all departmental procedures are adhered to by all of the team members.

Education and/or Experience

* Bachelor's Degree in Business Management or similar.

* 2-5 years of experience in an inbound call center.

* 2-5 years of experience in a direct selling company.

* 2-5 years of experience in a supervisory role.

Qualifications/Skills

* Strong understanding of WFM, call center KPI's and staffing.

* Experience working as a Customer Service Agent-Level 4 (Mentor agent).

* Strong communications skills and demonstrated experience as a collaborator who has built successful relationships and influenced across the business lines to drive results.

* Ability to actively inspire success among diverse team members. In addition, ideal candidates will have a proven capability to effectively coach and motivate employees.

* Strong experience as a leader, facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere.

* Proficient with windows-based software applications.

* Strong time management, critical thinking, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives.

* Excellent verbal and written communication skills as well as a demonstrated ability to collaborate and interact with all levels of employees and leadership.

* Outstanding presentation skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.