Contact Center Management Supervisor

Currently, we are looking for talented resources for one of our listed clients. If interested please reply to me with your updated resume or feel free to reach out to me for more details at (949) 966-2121

Hybrid role

Job Description:

• Work Schedule: M-F 10:30 am - 7:00 pm / may require availability during other hours, evenings and weekends.
• As a Supervisor of Contact Center Management, you will provide guidance to a dedicated frontline team within the Nutrition CES Parent & Professional Resource Center (PRC) organization, acting as the brand's voice for our consumers, caregivers, and healthcare professionals.
• This team supports iconic brands across our Nutrition and Health Sciences portfolio including Gerber, Boost, Outshine, and more.
• This critical role focuses on engaging effectively with stakeholders by addressing inquiries, managing complaints, and acknowledging praise.
• The ideal candidate will cultivate a culture of trust, transparency, and collaboration within their team, while driving performance and delivering exceptional service.

Key Responsibilities:

Team Leadership:

• Guide a dynamic team of CES PRC workers as they support Client Nutrition brands across various channels, including SMS text, live chat, email, calls, WhatsApp, and social media.
• Partner with supervisor team to delegate tasks effectively, empowering workers to take initiative in problem-solving and decision-making.
• Communicate goals drive accountability for key KPIs.
• Continuously evaluate operational performance (key KPIs) and identify opportunities for improvement in processes and workflows.
• Address escalations from consumers, caregivers, or medical professionals promptly to enhance consumer loyalty.
• Support the team in driving sales and market share through outstanding customer service, expert advice, nutrition education, and tailored solutions.
• Oversee and facilitate eCommerce initiatives, product transactions, and the management of quality incidents in compliance with FDA and Client requirements.
• Demonstrate advanced competency in critical technologies and systems, including CRM Salesforce Engage OMNI, Product Information, and Consumer Data Privacy management.
• Communicate expectations and provide feedback on workers to supervisor team
• This position may require availability for a 24/7 engagement center, including holidays, evenings, and weekends.

Qualifications/Certifications:

• High School Diploma or GED required.
• College degree (Associate’s or Bachelor’s) is preferred.
• Ability to adapt swiftly to change and deliver results.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication, along with strong interpersonal skills.
• Proven ability to prioritize workload, manage projects independently, and handle multiple tasks while meeting strict deadlines.

Critical Experiences:

• Minimum of 3 years of demonstrated experience in a contact center or customer service environment.
• People leadership experience is preferred.
• Strong understanding of team goals and business drivers within the organization.
• Proven problem-solving and analytical capabilities, with a talent for developing creative and non-traditional solutions to complex challenges.
• Proven experience working or leading a team through changing environments.

About us:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.

For more relevant job opportunities please visit our website: Denken Solutions Careers