New

Contact Center Supervisor

Groupe SEB USA
vision insurance, paid holidays, 401(k)
United States, California, Irvine
Feb 21, 2025
What we will achieve together : The Contact Center Supervisor will supervise, foster growth, and develop dispatchers and customer care representatives to provide our customers timely and efficient problem resolution with their coffee equipment issues. Key Responsibilities: Supervise and develop a team of agents to support our customers with questions and concerns about their professional coffee equipment. This team offers basic troubleshooting, dispatch of third-party service, and monitors service outcomes to ensure best in class service for our customers. Responsible for employee life cycle including hiring, training, mentoring, and performance management of the individuals and team. Ensure staff understand and comply with all contact center objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality. Administer incentive and evaluation programs to reward performance and to identify individuals requiring further training and development. Manage staff by monitoring and evaluating performances during weekly coaching sessions and provide improvement plans were necessary. Ensure customer queues are adequately staffed and team adheres to the customer Service Level Agreements to reach performance objectives. Act as first point of contact for escalated customer service issues. Supervise daily aging cases and liaise with Technical Support and Service Vendors to ensure resolution. Provide Daily/Weekly updates and Call Center KPI metrics to internal management; and provide monthly reporting also on customer level. Provide input and/or assistance in suggesting and formulating new processes or procedures as required to improve efficiency in performance or to support changing business requirements. Perform additional duties and responsibilities as needed. Bring your competencies : Education: 2 or 4-year degree preferred. Experience: 2+ years' experience leading teams in a KPI managed environment, driving consistency and team work. 3-5 years of experience in a customer service focused position, constant assignment of roles within the team to ensure best possible utilization of the staff, KPI development and adherence, and workforce management. Key Skills: Strong leadership skills demonstrated in either an individual contributor role where leadership skills were needed or in a supervisory position Proficient with technology, software applications, especially MS Office programs, and phone systems, routine success in deescalating customers in high pressure environments. Ability to teach this skill is a plus! Traits: Excellent problem resolution skills, ability to coach, train, motivate employees Evaluate their performance Excellent verbal and written communication skills Overview: Type of employment: Full time - Exempt Workplace type: Hybrid (3 days on-site, 2 days remote) Irvine, CA Why SEB Professional North America? Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits. Medical / Dental / Vision insurance - generous employer contribution 401(K) program w/ up to 9% employer contribution On Site Gym 12 Paid Holidays Voluntary benefits and discounts programs Equal Employment Opportunity (EEO) SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment. Additional Information Duration (if applicable): Non Applicable Job Type: Permanent contract City: Irvine, CA Company description: Close to you anywhere in the World Groupe SEB is the global reference for small domestic appliances, cookware and professional coffee with its portfolio of 35 emblematic brands such as Tefal, Seb, Rowenta, Moulinex, Calor, Lagostina, Krups, WMF. Present in 150 countries, we produce in more than 40 industrial sites and sell 11 products per second. We believe in the richness of diversity and aspire to create an inclusive and stimulating work environment where our more than 30,000 employees can grow and give their best. SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. You've likely enjoyed coffee from our machines at McDonald's, Dunkin', Chick-fil-A, Peet's or Tim Hortons. Join us in delivering exceptional coffee experiences worldwide. Salary: $60,000 - $80,000 USD annually Schedule: Full-time Minimum annual compensation (individual bonuses included): 60000 Maximum annual compensation (individual bonuses included): 80000