Life Fitness - Supervisor, Contact Center

An empty treadmill isn't compelling, but once someone steps on it, the stories are limitless. Our goal is to connect people emotionally to their fitness journey. We are a global team coming from different cultures and backgrounds with a shared passion to achieve and live our mission of inspiring healthier lives.
Inspire. Innovate. Make an impact and join our team!
The Customer Service and Support Supervisor will be primarily responsible for leading a team of non-exempt associates in a contact center environment. The candidate must be able to technically troubleshoot, manage multiple areas of responsibility, and possess the customer service skills to mitigate escalations. Operating with a high level of teamwork across multiple departments is a priority.
Job Function
1. Responsible for continuous coaching and personal development of associates.
2. Monitor departmental service levels to ensure KPI are achieved.
3. Manage associate work schedules to ensure optimal efficiency and productivity.
4. Focus on customer needs in order to provide excellent customer service.
5. Drive service quality, productivity, and meet or exceed call center goals and established metrics.
6. Build a connection with the CSS Department that is rooted in active involvement and trust - Engage and inspire associates to want to perform
7. Evaluate and address performance, including monthly, quarterly, and yearly reviews.
8. Review daily, weekly, and monthly reports and make recommendations for improvement.
9. Ability to use data and analyze information to recommend process improvements & resolve business challenges.
10. Provide technical and system assistance to employees.
11. Monitor direct reports attendance, schedules, and vacation requests. Address adherence to the CSS Attendance Policy.
12. Process Payroll. Qualify overtime requests using established guidelines.
13. Manage escalated customer interactions in a timely manner. Responsible for follow up on any issues including those delegated from the Customer Service Management Team.
14. Assist management in raising the overall level of professionalism through consistent coaching of direct reports.
15. Leverage networking across various business units to ensure a best-in-class customer experience.
16. Escalate any system, product, or employee related issues to the Customer Service Management Team.
17. Monitor direct reports phone, e-mail communication, and chats via the Quality Monitoring process.
18. Complete a weekly Strategy Deployment update for peers and partners that highlights performance.
19. Conduct research on service requests, orders, etc. to provide a detailed accounting of the process steps.
20. Be comfortable presenting material and answering questions in a live audience environment.
REQUIREMENTS - Qualified candidates will possess the following experience and skills

• Qualified candidates will possess the following experience and skills:
• Minimum 3-5 years of leadership in a structured, high-volume, fast-paced environment, or equivalent Military experience
• Understanding of data analysis preferred
• Extremely strong communication skills via all modes and the ability to stay calm under pressure
• Proven track record of working with others and aiding them in achieving success
  Ability to recommend and execute process improvements in a timely manner
• Strong interpersonal skills and the ability to influence positive outcomes for people and processes
• Ability to prioritize tasks and establish clear expectations for successful completion
• Multitasking proficiency

Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believe in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits and unleash your potential.
If you feel the open position you see is right for you, we invite you to apply.
Learn more about us here.
Life Fitness does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled
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