Remote Contact Center Supervisor - Consumer Products

Premier LLC; United States; A distancia; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Premier NX is seeking a Contact Center Supervisor for the Consumer Products Account with a fully remote work setup in the United States. The role leads CSRs, coaches performance, and ensures clients receive exceptional service.

You will schedule shifts, monitor metrics, and participate in hiring and training of new staff to maintain high quality support. The supervisor will implement process improvements, develop training materials, and work with the Account Manager to sustain service excellence

Formación

• Strong understanding of the contact center environment and levers to enhance performance.
• Consultative customer service skills with the ability to analyze situations and propose solutions.
• Solution-oriented mindset with adaptability to changing needs and goals.
• Excellent organizational skills and the ability to prioritize with minimal guidance.
• Strong interpersonal, communication, and teamwork abilities in a fast-paced setting.
• Three years of customer service experience with supervisory duties.
• Must be authorized to work in the US without sponsorship.

Responsabilidades

• Oversee day-to-day performance of CSRs and ensure seamless client service.
• Prepare and administer daily schedules to ensure appropriate client coverage.
• Monitor staff performance and participate in hiring and training of new staff.
• Provide coaching and feedback; conduct quality monitoring with Account Manager.
• Develop and maintain SOPs, training materials, and performance documentation.
• Coordinate workflow processes and respond to escalations efficiently.
• Lead weekly scheduling and manage time-off requests per policy.
• Participate in onboarding and training programs for new hires.

Conocimientos

Contact center

Coaching

Team leadership

Customer service

Communication

Scheduling

New hire training

Microsoft Office

Descripción del empleo

Premier NX is seeking a Contact Center Supervisor for the Consumer Products Account with a fully remote work setup in the United States. The role leads CSRs, coaches performance, and ensures clients receive exceptional service.

You will schedule shifts, monitor metrics, and participate in hiring and training of new staff to maintain high quality support. The supervisor will implement process improvements, develop training materials, and work with the Account Manager to sustain service excellence