Scentsy Inc: Consultant Support Supervisor

Scentsy is looking for a Consultant Support Supervisor to support, lead, and supervise the daily operations and activities of assigned employees in the Scentsy Consultant Support team.Hours are 9:00am-5:00pmWhat You Would Do:Supervise daily operations and activities of Consultant Support Representatives (CSRs)Ensure contact center performance goals are met including customer satisfaction, service quality, and productivityProvide direction, leadership, and mentorship for CSRsMonitor team’s performance and work on improvementsEnsure that Consultant’s and customer’s issues are resolved completely and efficientlyAnalyze, report on, and resolve Consultant, customer, and operational issuesProvide recommendations for Consultant Support improvementsWork closely with Manager to determine and develop training needs for CSR trainingWork closely with WFM to monitor/manage call volumes/ticket volumes and e-mail queueEnsure that team performance is within established guidelinesManage staff by selecting, orientating, training, coaching, counseling, monitoring attendance, and developing personal growth opportunities for employeesWork with some oversight from CS Manager to supervise employees which include: hires, terminations, demotions, performance appraisals, disciplinary actions, and other employee-related functionsProvide escalation assistance as neededPlan and schedule CSR team building and motivation eventsInterpret and communicate policies, procedures, practices, and safety rules to the team as neededPerform all other assigned tasks and requirements as neededYou Should Have:Bachelor’s degree or demonstrated equivalent experience6 years of customer service experience, preferably in a call center environment2 years of leadership experience, preferably in a call center environmentThings You Should Know & Be Able To Do:Ability to lead moderately complex projectsExceptional customer service skillsStrong written and verbal communication skillsStrong leadership skills and the ability to function effectively in an action-oriented and collaborative cultureStrong organizational, prioritization, and time management skillsAbility to facilitate problem-solvingStrong conflict resolutions skillsAbility to coach and develop others to perform to company standardsMust be flexibleStrong team-building skillsAbility to enforce policy guidelines fairly and effectivelyMust be able to evaluate, train, and counsel staff effectivelyMust have a working knowledge of computers and all applicable software including Microsoft Office and Customer Relationship Management (CRM) Software, Zen Desk preferredStrong knowledge of Microsoft ExcelAbility to motivate and influence othersAdvocate of change and knowledge sharingStrong relationship and change management skillsResults-driven with the ability to multi-task and work quickly while handling stress