Supervisor, Contact Center

Job Summary:

The Contact Center Supervisor will be responsible for providing management, coaching and development to Customer Relationship Specialist, and achieve operational excellence for their site. You will continue to support agents by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to contact center employees.

Reporting to:     Manager, Customer Success
Location:           Johnson City, TN - 5 days/week onsite

Responsibilities/Essential Duties:

• Encourage, enable and empower your team of people leaders and build a positive and productive environment.
• Have a high-performance focus, always striving for continuous improvement and looking for ways to innovate, build efficiency and drive customer satisfaction.
• Be accountable for site operational performance metrics/targets and trusted to maintain confidentiality and privacy of information.
• Work well and communicate positively with your team, and other departments, and corporate clients, presenting a polished and professional attitude and collaborative spirit.
• Support teams through change management and align the team’s work with organizational goals.
• Use critical thinking and data to guide decision making.
• Measure, monitor, and supervise the performance of the contact center, empowering and influencing your team to achieve a high performing and engaged environment with our internal and external customers.
• Working with Management, implement best practices to support a call center model that delivers a superior customer experience while achieving operational efficiency.
• Successfully leverage operational data in all analysis, reviewing team, individual and account program performance reports to identify trends.
• Delivers measurable and sustainable results by contributing to continuous improvement initiatives within the contact center.
• Human resources management activities including performance and attendance management of direct reports and overseeing HR activities of site.
• Oversee coaching, training and motivation to develop the teams’ skills, competencies, and future potential for succession planning.
• Collaborate in the development of call center technology and creation of productivity tools.
• Identify needs for training and assists in coordinating efforts to roll out improvement initiatives.
• Support and coordinate incentive, recognition and motivation programs to optimize performance.
• Support the relationship between internal and external customers.
• Prepares and distributes reports for management review, including individual weekly dashboard tracking KPIs and metrics relevant to the Supervisor role (team performance stats, improvement, project status, etc.).
• Participates in department and client meetings as required, to ensure consistency in service delivery and customer satisfaction.
• Works with Senior Leaders and other departments to trouble-shoot call center performance gaps and provide solutions/enhancements.
• Oversees the work of the call center site and productivity to ensure SLAs and deadlines are met.
• Provide onsite leadership to the team with facilities, technology outages, and emergency procedures.
• Create and update documents outlining processes and systems within the department.
• Assist with special projects and other tasks as required.

Basic Qualifications:

• Bachelor’s or Associate’s degree, or equivalent work experience.
• The ability to exercise initiative.
• Strong communication skills: oral, written and interpersonal.
• Be proficient in Microsoft Office applications: Word, Excel, PowerPoint, SharePoint and OneNote.

Preferred Qualifications:

• Advanced business of health science degree.
• 5 years’ experience in a call center environment, including strong understanding of call center technology, and working knowledge of call center metrics and analytics.
• 8+ years’ experience in a supervisory or floor support role that involves the management of individuals and processes.
• Demonstrated ability to lead and manage people leaders, with high performance results.
• Detail-oriented, with proven problem-solving, analytical and decision-making skills.
• Exceptional customer focus and professionalism, and ability to work effectively under minimal supervision within an environment of constant change and tight deadlines.
• Superior communication skills (listening/written/verbal) and interpersonal skills are essential.
• Dedicated team-player who demonstrates initiative, independence and good judgement.
• Excellent time management skills, and the ability to manage multiple assignments.
• Strong computer skills, including full proficiency with Microsoft Office Suite.
• Must be available during Contact Center operating hours.

Company Summary:

Crown is a proud member of the Revance Portfolio of skincare offerings. Revance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. With a differentiated portfolio of products spanning 60 countries, Revance meets the evolving needs of patients and consumers worldwide through continued innovation and commercialization of new products and treatments.

What Revance invests in you:

• Competitive Compensation including base salary and annual performance bonus.
• Paid time off, holidays, and floating holidays that can be used for whatever you choose.
• Generous healthcare benefits, Employer HSA match, 401k match, wellness discounts and much more.

This section of the job description is required by the American with Disability Act (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a “qualified individual with a disability” in all aspects of the employment relationship. A “qualified individual with a disability” is “an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job.” 

We are an equal opportunity employer. We are a company where diverse backgrounds, experience and viewpoints are valued. Revance does not discriminate in practices or employment opportunities on the basis of an individual’s race, color, national or ethnic origin, religion, age sex, gender, sexual orientation, marital status, veteran status, disability, or any other prohibited category set forth in federal or state regulations.