[Remote] Customer Service Supervisor

Note: The job is a remote job and is open to candidates in USA. POM Wonderful is a leading producer of fresh pomegranates and pomegranate-based products, committed to health and sustainability. They are seeking a Customer Service Supervisor to manage and develop a diverse team in a contact center, ensuring performance standards are met while promoting a positive work environment.ResponsibilitiesManage & develop a team of diverse backgroundsAssign goals and objectives that challenge employees to continuously improve their skillsCoach and Develop team regularly; write and deliver performance appraisalsEffective business, oral and written communications skillsUtilize an adaptive and situational coaching style to achieve incremental performance improvementProactive team coaching to ensure all performance standards are met and/or exceededResponsible for functional management of non-exempt employees including but not limited to selection, attendance monitoring, corrective action, development; and providing input/facilitating in recruiting and trainingRemote and side by side monitoring for all phone agents to evaluate and develop customer service skills and job knowledge; attend and participate in calibrations sessions, conference calls, etcDemonstrate teamwork by proffering support and assistance to other managers as neededRespond to escalated inquiries from customers and employeesUtilize and promote POM Wonderful retention programs to aid in minimizing attrition, recognizing the link between recognition and retentionTake start to finish ownership of employee issues even when liaison with another group is requiredAnalyze work data to ensure team goals are being met and exceededMeet all individual goals and deadlineContinue ongoing development of a comprehensive department manual that outlines policies and proceduresPoint of contact for sales issues with customers / ordersProvide direction and feedback on the development and introduction of new products and services to guarantee successful implementation and reduction of service issuesDemonstrate flexibility by working varying shifts to meet business needs byHolistic understanding of overall department including areas outside of your assigned area of specializationPerform other tasks as requiredSkills1-2 years of experience in similar role or any equivalent combination of education, training and experience that demonstrates the ability to perform the duties of the positionA Leader by exampleConsummate ProfessionalAbility to receive and provide coaching and feedbackExcellent customer service & support skillsProficiency in utilizing multiple software applications including, Word, Excel, OutlookAbility to make decisions with little directionStrong attention to detailAbility to multi-task in a fast-paced, constantly changing environmentMaintain on-going awareness and understanding of emerging technologies and methodologiesMust display a strong desire to achieve and maintain high levels of both internal and external customer satisfactionPossess strong written, verbal, analytical and interpersonal skillsBenefitsAccess to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including:24/7 online physician consultationsVirtual mental health resourcesLife coachingEngaging employee community groupsCash rewards for healthy habits and fitness reimbursementsLibrary of on-demand fitness videosCareer Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choiceJoin Wonderful Neighbor to contribute to group service projects within our local communities.Company OverviewPOM Wonderful is the manufacturer and distributor of a juice made of pomegranates. It was founded in 2002, and is headquartered in Los Angeles, California, USA, with a workforce of 201-500 employees. Its website is http://www.pomwonderful.com.