Consumer Experience Supervisor

Samsonite Company Stores, LLC; Jacksonville (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

Samsonite is seeking a Call Center Supervisor to lead a team of agents, ensure effective training, and drive daily operations for a high-performance environment. You will implement process improvements, coordinate with other departments, and participate in special projects to boost service levels.

Ideal candidates bring 3+ years in call center management, strong coaching skills, and proficiency with SAP, Salesforce, Gladly, and WFM/WMS tools.

Qualifications

• Bachelor's degree preferred in a business-related discipline or equivalent experience.
• Minimum of three years in a call center or wholesale service type department.
• Minimum of one year in a management role.
• Ability to coach a team to high-performing results.

Responsibilities

• Lead a team of call center agents ensuring training and productivity.
• Implement improved processes and policies for a high-performance environment.
• Establish relationships across departments and communicate operational issues.
• Provide monthly and annual reviews and handle escalated calls/complaints.
• Participate in special projects and onboarding of new hires.

Skills

Call center management

Coaching

People leadership

Operational process improvement

Education

Bachelor's degree in business or related field

Tools

SAP

Salesforce

Gladly

WFM

WMS

CSAT

Excel

Job description

About Us

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Job Description

Your role at Samsonite:

This role is primarily responsible for a team of call center agents, ensuring they are adequately trained and productive, to ensure the day-to-day activities of the operation run smoothly and efficiently. Responsible for implementing improved processes and operational policies that promote a high-performance team environment.

• Establish and foster excellent working relationships with all inter-dependent departments; this includes identifying and communicating operational issues to the appropriate department on a timely basis and working collaboratively to resolve problems
• Makes effective independent decisions representing day-to-day issues
• Provides recommendations for procedural changes and improvements as they pertain to the department
• May participate in presentations for investors, rating agencies, and other servicing platform visitors
• Clearly communicates strategies to team members and other stakeholders
• Participates in special projects or performs duties in other areas as requested.

Supports a team of call center agents by:

• Measuring and documenting performance, track times and attendance
• Maintains time and attendance compliance by updating various electronic mediums.
• Responsible for providing monthly and annual reviews
• Takes and resolves escalated calls/complaints
• Giving additional support by handling incoming and/or outbound contacts, as required
• Determining the team's daily activities and ensuring associates are fully engaged throughout the day
• Performs duties of subordinates when needed.

Assists the Management Team with:

• Responding to Corporate inquires
• Creating remediation plans when staff is performing below expectations
• Partners with the Quality Department to provide feedback and coaching
• Contributes to the selection of new hire and on-going associate training
• Monitoring reports to ensure department metrics are met
• Acts as a back-up for the other Supervisors, when required

We're excited if you have:

• Bachelor's degree preferred in a business-related discipline or equivalent related experience
• A minimum of three years of experience in a call center or wholesale service type department
• A minimum of one year of experience in a management role
• Ability to effectively manage and supervise employees
• Desire to coach a team into consistent, high-performing results; including the constructive feedback required during employee development
• Good interpersonal skills
• Highly proficient and advanced computer skills (i.e., SAP, Salesforce, Gladly, WFM, WMS, CSAT, Excel)
• Excellent attention to detail and organizational skills
• Good time management abilities
• Strong analytical and problem-solving ability
• Excellent written, verbal, and oral communication skills.

About the Team

Why you'll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to culture and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value:

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.