CSS Supervisor Cornerstone Brands

Cornerstone Brands (A Division of QVC Group); Kentucky; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health care benefits starting day 1

401(k)

Tuition reimbursement

Employee discounts

Employee assistance program

Parental leave

Paid volunteer hours

Job summary

QVC Group, Inc. is a Fortune 500 company with six leading retail brands including QVC®, HSN®, Ballard Designs®, Frontgate®, Grandin Road® and Garnet Hill®. We are seeking a CSS Sales & Service Supervisor to lead a 30+ agent team remotely and drive service levels, coaching, and continuous improvement.

This role reports to the Sales & Service Manager and requires a Tue–Sat, 9:00 a.m.–6:00 p.m. schedule.

Qualifications

• 3+ years of supervisory/management experience in a call center or similar environment.
• Proven coaching and performance management skills.
• Proficiency with Microsoft Teams, Microsoft 365 Suite, and D365.

Responsibilities

• Manage daily performance of 30+ employee team to meet service and productivity goals.
• Coach and provide performance feedback using Fuel Coaching Model.
• Monitor service levels, workforce adherence, and team schedules.
• Conduct call quality reviews to identify coaching opportunities and process improvements.
• Lead team meetings and monthly measurement reviews to communicate expectations and results.
• Identify development needs to support employee growth and engagement.
• Participate in monthly Side-by-Side meetings to review performance and recognize achievements.
• Maintain coaching, performance, and disciplinary documentation.
• Partner with leadership to support operational and customer experience projects.
• Report to the Sales & Service Manager.

Skills

Supervisory experience

Coaching & performance management

Tools

Microsoft Teams

Microsoft 365 Suite

D365

Job description

Working at QVC Group means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. QVC Group, Inc. is a Fortune 500 company with six leading retail brands - QVC®, HSN®, and our four Cornerstone brands. The Cornerstone brands deliver inspirations that help customers enjoy, enhance and celebrate life. Cornerstone comprises four interactive, aspirational home and apparel lifestyle brands: Ballard Designs®, Frontgate®, Grandin Road® and Garnet Hill®.

Your Opportunity, Your Team

• The CSS Sales & Service Supervisor leads a team of customer service professionals to deliver exceptional customer experiences while achieving service levels, and productivity goals. You will oversee developing team members, managing daily operations, and encouraging a culture of accountability, engagement, and continuous improvement.

Where You'll Work

• This role is remote; job seekers must reside in one of the following states to be considered: Ohio, Kentucky, Indiana.
• Flexibility to adjust schedule based on our needs such as supervisor or holiday coverage.
• You'll work a Tuesday - Saturday schedule (9:00 a.m. - 6:00 p.m.).

What You'll Do

• Manage the daily performance of a 30+ employee team, ensuring service, quality, productivity, and customer satisfaction goals are achieved.
• Coach and provide performance feedback using the our Fuel Coaching Model.
• Monitor our service levels, workforce adherence, and team schedules.
• Conduct call quality reviews and use customer insights to identify coaching opportunities and process improvements.
• Lead team meetings and monthly measurement reviews to communicate expectations, performance results, and business updates.
• Identify development needs to support employee growth and engagement.
• Participate in monthly Side-by-Side meetings to review team performance, recognize achievements, and address opportunities.
• Maintain accurate coaching, performance, and disciplinary documentation.
• Partner with leadership and teams to support operational and customer experience projects.
• You'll report to the Sales & Service Manager.

What You'll Bring

• Previous supervisory, team lead, or management experience in a call center, customer service, or related environment amounting to 3 years.
• Demonstrated coaching and performance management skills.
• Proficiency in Microsoft Teams, Suite, and D365.

Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits. QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at [e-mail] for assistance. If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.