Consumer Experience Supervisor

Your role at Samsonite:

This role is primarily responsible for a team of call center agents, ensuring they are adequately trained and productive, to ensure the day-to-day activities of the operation run smoothly and efficiently. Responsible for implementing improved processes and operational policies that promote a high-performance team environment. 

• Establish and foster excellent working relationships with all inter-dependent departments; this includes identifying and communicating operational issues to the appropriate department on a timely basis and working collaboratively to resolve problems

• Makes effective independent decisions representing day-to-day issues 

• Provides recommendations for procedural changes and improvements as they pertain to the department

• May participate in presentations for investors, rating agencies, and other servicing platform visitors

• Clearly communicates strategies to team members and other stakeholders

• Participates in special projects or performs duties in other areas as requested.

Supports a team of call center agents by:

• Measuring and documenting performance, track times and attendance

• Maintains time and attendance compliance by updating various electronic mediums.

• Responsible for providing monthly and annual reviews

• Takes and resolves escalated calls/complaints

• Giving additional support by handling incoming and/or outbound contacts, as required

• Determining the team’s daily activities and ensuring associates are fully engaged throughout the day

• Performs duties of subordinates when needed.

Assists the Management Team with:

• Responding to Corporate inquires 

• Creating remediation plans when staff is performing below expectations

• Partners with the Quality Department to provide feedback and coaching 

• Contributes to the selection of new hire and on-going associate training

• Monitoring reports to ensure department metrics are met

• Acts as a back-up for the other Supervisors, when required

• Bachelor’s degree preferred in a business-related discipline or equivalent related experience

• A minimum of three years of experience in a call center or wholesale service type department

• A minimum of one year of experience in a management role

• Ability to effectively manage and supervise employees

• Desire to coach a team into consistent, high-performing results; including the constructive feedback required during employee development

• Good interpersonal skills

• Highly proficient and advanced computer skills (i.e., SAP, Salesforce, Gladly, WFM, WMS, CSAT, Excel)

• Excellent attention to detail and organizational skills

• Good time management abilities

• Strong analytical and problem-solving ability

• Excellent written, verbal, and oral communication skills.