Massage Envy · 12 hours ago
Customer Service Supervisor - Call Center
Tonawanda, NY
Full-time
Onsite
Entry, Mid Level
$20/hr - $22/hr
2+ years expMassage Envy is seeking a Customer Service Supervisor to oversee the daily operations of the Call Center team. This role involves managing call center agents, ensuring compliance with policies, and identifying performance improvement opportunities while providing real-time coaching and feedback.
Health Wellness & Fitness
Responsibilities
Manages and oversees a team of call center agents
Motivates and supports agents through feedback and communication
Measures KPI’s like inbound calls, call waiting, and call abandonment
Assists with taking agents’ calls if they can’t handle the workload
Improves quality of results by recommending changes
Provide real-time agent coaching and feedback through call monitoring, performance reports, and one-on-one coaching sessions to enhance job knowledge, customer service skills, sales and efficiency
Provides product/service information by answering questions and offering assistance
Keep track of employee attendance, and make sure work procedures are complied with
Assist in hiring and onboarding new employees
Prepares weekly, monthly and annual performance reports
Creates targets maintain a culture of accountability and engagement by conducting weekly performance check-ins, team huddles, and feedback sessions to drive continuous improvement.and goals for improvement
Qualification
Required
Prior Call Center / Customer Service Management is REQUIRED
Ability to remain calm and respectful under pressure
Exceptional customer service expertise
Strong verbal and written communication skills
Organizational skills and attention to detail
Familiarity with quality assurance and data analysis
Excellent negotiation and problem-solving skills
Ability to lead in a diverse, fast-paced, ever-changing environment
Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
Maintain a level of persistence and follow-up to ensure team is fully supported
Excellent time management skills (prioritizing and follow-up)
Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders
Proficient in Microsoft office suite, emphasis Excel or Google Sheets
Performance coaching and team growth skills
Proficient telephony application knowledge
Minimum 2 years of experience in call center management role, process improvement and operational performance management
Preferred
Open availability and be able to work a flexible schedule from 8:00am - 7:00pm - 7 days a week
Company
Massage Envy
Massage Envy is a leading wellness franchise providing professional massage, skin care, and assisted stretch services nationwide.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Shawn Haycock
Co-Founder
Paul Malek
Chief Financial Officer
Recent News
The Arizona Republic
2023-10-24
2023-10-02
2023-09-01
Company data provided by crunchbase