Supervisor, Contact Center
Brother USA

Bartlett, Tennessee

Posted in Retail


This job has expired.

Job Info


Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Supervisor, Contact Center provides assistance, guidance and daily management for a team of Customer Service Representatives who answers customer service inquiries, provide operational assistance, place customer orders, process product warranty and follow up on any and all escalated
customer service needs regarding the above. This position is the liaison between Customer Service and other departments daily, ensuring all requests are completed accurately and research is accomplished in a timely manner.

Duties and Responsibilities

Customer Service Operations

  • Set clear performance standards and manages team to achieve business results by implementing procedures for, productivity, quality, customer service support, safety, security, and resolving problems
  • Maintain contact center customer service key performance indicators (KPI"s) by monitoring daily operations; adjusting systems and staffing and researching and resolving escalated calls
  • Prepare reports by collecting, analyzing, and summarizing information and recommend changes for processes improvements
  • Provide oversight of all department related mailboxes and queues (Phones/Oracle Service Cloud)
  • Responsible for the time keeping system and monitoring agent attendance and call availability
  • Build strong, effective, high performing team by providing guidance, training, mentoring, coaching, and development


Strategic Alignment

  • Develop new call protocols by analyzing problems and developing new approaches to address the root cause of the problem
  • Establish call methodologies, preparing training manuals, conduct training and coaching classes that make a positive impact to the agents job knowledge and create value for Brother
  • Embrace challenge and find new ways to do things smarter and faster and drive innovative solutions
  • Participate and contribute information to strategic plans and projects
  • Contribute to contact center success by collaborating with other departments while emphasizing organizational excellence across the customer experience


Quality Management

  • Improve contact center quality of service by monitoring agents, reviewing performance tracking, evaluating graded interactions, and coaching for performance improvements
  • Maintain departmental standards relating to customer satisfaction for Quality, NPS(Net Promoter Score), CSAT(Customer Satisfaction) and CES(Customer Experience) scores

QUALIFICATIONS

  • Bachelor's Degree (or equivalent experience) Business Administration or related field - Required
  • Minimum 5 years Leading a Customer Service team in a high volume inbound contact center call environment - Required
  • MS Office (Outlook, Word, Excel, PowerPoint, Teams) Intermediate - Required
  • SAP Order Management module Basic
  • Excellent customer service skills - Required
  • Conflict resolution skills - Required
  • Problem solving and critical thinking skills with attention to detail and follow up; ability to analyze data/information for problem-solving purposes - Required
  • Ability to deliver and receive constructive feedback - Required
  • Excellent verbal and written communication skills - Required
  • Strong organizational, prioritization, and multitasking capabilities - Required
  • Demonstrated sound leadership skills with a sense of urgency to obtain result - Required

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.


This job has expired.

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