Customer Service Supervisor

Job Summary: 

•  As a Customer Service Supervisor at Zoro, you will be  expected to embody Zoro’s promise of customer obsession, collaborating within and outside of Customer Service to ensure each transaction is best in class, turning our service center into a strategic asset for the company and delivering and ensuring our staff is delivering an all around flawless customer experience. 
• Maintain strong relationships with all other functional areas of the business to ensure smooth and efficient cross functional processes and to help amplify the voice of the customer experience

Duties and Responsibilities: 

Leadership and Supervising:

• Manage and support a team of 10 – 16 direct reports
• Motivate and support agents through feedback and communication
• Provide assistance by answering questions and offering solutions
• Coach and manage agent performance with  mid year and year end performance reviews   
• Assist in hiring and supporting onboarding of new employees

Customer Service Support & Metrics: 

• Assists in customer-facing work needed to support company service level expectations 
• Keep track of employee attendance, and make sure work procedures are complied with in accordance with Zoro Attendance Guidelines and Company Policies 
• Measures KPIs of  Average Handle Time, Quality of Interactions, Emails per Hour,  Schedule adherence, and other department metrics.
• Creates targets and goals for improvement using company performance management tools 

Continuous Improvement:

• Identifies opportunities for productivity improvements in the Customer Service function
• Identifies opportunities for and contributing to the development of the documentation of Customer Service processes, customer policies, and performance management
• Prepares & Delivers Quarterly Team Business reviews

Minimum Qualifications:

• A high school diploma is required; Bachelor’s Degree strongly preferred
• Supervisory experience for staffing, coaching, counseling and all other employment related activities with an ability to approach problems in an unbiased and open-minded manner.
• 1-3 Years experience leading or managing a medium to large virtual/onsite/hybrid  team of front line employees in a call center or contact center environment preferred.
• Leadership skills & competencies to  facilitate service improvement, address team behavior and to effectively communicate our vision and direction.
• Develop and maintain effective relationships with employees, internal partners, and customers so that business objectives can be achieved
• Ability to remain calm and respectful under pressure