Medifast, Inc.

  • Call Center Supervisor

    Job Location US-MD-Baltimore
    Job ID
    2018-2919
    Job Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Overview

     

    Imagine going to work every day knowing that you’re helping to change someone’s life for the better.  How would that make you feel?  If you answered… amazing, then a career at Medifast might be a perfect fit for you!

     

    We’re looking for talented, driven individuals who are looking to pursue a rewarding career in  the health and wellness industry.  If you’re passionate about helping people, changing lives and making a difference, we encourage you to review our current opportunities and apply to be part of our team!

     

     

     

     

    The Client Success Supervisor will be responsible for providing representatives with the tools and support needed to ensure customer service excellence and sales goals are met. Responsibilities will include developing, coaching, and supporting a highly effective team of Client Success Representatives (CSRs). This position will manage a staff of 10-15 CSRs to meet established KPIs including: scheduled adherence, call metrics, service levels, customer satisfaction percentages, and sales conversion rates based on departmental goals. Partner with internal customers to resolve escalated customer issues received through Executive complaints, OPTAVIA Coaches, Shipping Support inquiries, CSR escalations and QA/QC complaints.

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    Responsibilities

    1. Monitor inbound call volumes and manage CSRs to ensure service levels are being met at the team level. Quarterly Performance: 80% of calls/answered in 30 seconds or less.

    2. Coach CSRs to maintain quality monitoring scores of at least 90% and coordinate with QA specialists maintain customer satisfaction scores of 85% or higher.

    3. Reduce attrition by interviewing and hiring qualified CSR candidates. Continued partnership with internal teams to help identify and develop areas of opportunity for CSR’s to have a clear defined career path

    4. Provide timely feedback to representatives regarding overall performance. Supervisors will meet with each team member on weekly basis to provide coaching and/or one on ones, in addition to real –time coaching and normal daily interactions.

    5. Manages representatives to maintain a monthly scheduled adherence goal.

    6. Provides effective leadership, direction and coaching to direct and indirect reports including, but not limited to, delegating, staffing, performance appraisals, promotions, salary recommendations and terminations.

    Qualifications

    • Bachelor’s Degree in Business Management, or a related field of study is preferred OR equivalent work experience.
    • 4+ years of experience in a call center, customer service, or retail environment.
    • 2+ year’s supervisory/management experience leading teams. Call center environment preferred.
    • Demonstrated superior oral and written communication skills.
    • Demonstrated leadership and interpersonal skills.
    • Demonstrated effective time management, organization and prioritizing.
    • Demonstrated strong decision making, change management and negotiation skills.
    • Demonstrate an understanding of call flow, phone etiquette (preferred).
    • Demonstrated analytical problem solving skills; linear and logical troubleshooting skills.
    • Demonstrated the ability to handle Employee Relations issues and Performance Management.
    • Demonstrated proficiency in Outlook, Word, PowerPoint, and Excel.
    • Knowledge of Avaya, WFM, Contact Center Express, Contact Center Application, Time Management System (preferred).
    • Travel up to 10% of the time.

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