Sleep Number

Customer Relationship Center Team Supervisor

US-LA-Jefferson
Req. #
2017-16314
Type
Fulltime-Regular

Overview

Sleep Number's new contact center in New Orleans is hiring top talent to join our passionate team of customer and product advocates. Our Customer Service team conveys passion for our product and customers, and represents our brand with the highest integrity. The Customer Relationship Center Team Supervisor provides leadership support to Sleep Number’s best-in-class Customer Service Representatives.  In addition to core supervisory responsibilities such as providing daily work direction, answering questions, helping with escalated calls, and performance management, the leader in this role coaches, mentors, engages and challenges brand ambassadors to elevate the customer experience.  In this role, you will play a key role in executing the vision and strategy of Sleep Number’s goal of becoming an iconic customer experience brand.

Responsibilities

 

  • Direct management of a CSR team - supervise, train and develop team members focusing on expanding their capabilities
  • Effectively complete core supervisory responsibilities (i.e. reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner
  • Influence and monitor CSR performance, providing constructive feedback to ensure calls are properly handled, computer systems are utilized efficiently and information is documented accurately
  • Direct daily CSR activities including prioritizing of workloads, answering questions or concerns, assisting with escalated calls and setting expectations for processes and performance
  • Execute customer interaction strategies and procedures to positively impact the overall customer experience
  • Collaborate with training and development to identify, assist and implement necessary training
  • Review KPI’s regularly to ensure coaching priorities are aligned with business needs; drive continuous improvement efforts while communicating relevant KPI performance
  • Serve as a reference and communication expert for all policies, promotions and products while assisting with the development and implementation of policies, projects and process improvements

Qualifications

 

  • 1-2 years supervisory experience required, or internal equivalent
  • 3-5 years customer service experience required
  • High School Diploma / GED required; BS/BA preferred
  • Strong leadership, coaching, team building and people development skills
  • Dynamic and engaging communication skills, both written and verbal with the ability to gauge and adjust to the audience
  • Demonstrated moxie to respond appropriately and professionally to customers, colleagues and direct reports
  • Driven to motivate, develop and coach direct reports through disciplinary issues, as well as developmental opportunities while providing positive encouragement
  • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress
  • Resiliency to embrace challenges and strive to find creative solutions
  • Advanced computer skills with proficiency in Microsoft Office applications (data entry, email, customer and order management software)
  • Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
  • Flexibility with work schedule which will include evenings, weekends and holidays

 

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