Customer Support Supervisor

As a Supervisor of Customer Support, you will have the opportunity to energize not only our Team Leads and Customer Support Representatives in the contact center, but also our Shops! In this role, you must leverage your exceptional leadership skills to not only build your team but also develop and coach your team for success. You will also fully support the delivery of the ultimate customer experience by working with your team to understand and attain key performance indicators, use data to make informed decisions, and resolve both internal and external Shop issues. You will model excellent customer service by demonstrating and holding your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all Shops. Additionally, you will utilize a wide range of people and operational skills to optimize the Shops and employees experience and maintain the health of daily and long-term goals all while supporting the vision of the Customer Support's leadership team.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role.

You Will Have The Opportunity To:

• Monitor shops contacts to ensure interactions are at standards and provide ongoing feedback to team members on how to improve quality and service levels are met
• Manage call volume through online reporting and analysis
• Oversee all day-to-day and hour-to-hour aspects of the contact center, including active and consistent daily management of employees
• Monitor and manage chat and call queues
• Manage team's daily, weekly, monthly, and long-term schedules
• Support department quality assurance program
• Support and manage technology implementation projects impacting the contact center
• Generate daily reports of KPIs call and provide Customer Support Specialists with performance dashboards

We Are Looking For You If You Have:

• A bachelor's degree in business management or related field of study; equivalent work experience
• 5+ years of experience supervising a contact center or similar role; inbound call center experience preferred
• Demonstrated effective leadership and people management skills, proven ability to effectively develop, coach, and motivate employees
• Well-versed in contact center-specific Workforce Management concepts and tools
• Ability to prioritize and work well both independently and as part of a team
• Strong organizational and time management skills
• Demonstrated ability to motivate teams to provide best-in-class customer service
• Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
• Creative thinker with an innovative approach to problem-solving
• Outstanding verbal and written communication skills
• Prior Google applications, proficiency with statistical reporting (MS Excel), Workforce Management Software, as well as forecasting/scheduling related software packages
• Strong analytical and mathematical skills to collect and interpret data to solve problems

Bonus Points:

• Experience in hospitality, automotive industry, call center, or fast-paced startup
• Ability to take direction from peers and managers
• Dependability and self-management skills
• The ability to speak Spanish is a plus!
• Experience using bookkeeping software