Contact Center Supervisor - Credit Card Customer Service

At Kohl’s, we’re always looking ahead to creating the next great thing. Since 1962, our people have been our biggest asset and every great thing we do is thanks to the great people we hire.

Job Description

POSITION OBJECTIVE This position manages the daily activities of Associates that comprise their team. This Coordinator is responsible for creating a productive work environment and for the performance measures/outcomes for their respective teams which include associate development and retention. Also accountable for budget and revenues specific to their span of control.

PRIMARY RESPONSIBILITIES

Deliver Service Excellence

• Leads non-exempt Associates to strive for and deliver a First Customer Focus in the service, sale or support of Kohl's Customers.



• Handles customer inquiries and resolves issues that have been escalated from Associates and /or other Coordinator Teams.



• Acts impartially to coordinate open and honest communication between Associates and other areas/teams within the business.

Deliver High Quality Financial Results

• Manages Shrink and adherence to schedule within budget guidelines. Makes daily adjustments to team schedules as a result of shrinkage and volume demands within the line of business.



• Directly responsible for achieving line of business goals as defined for the team.



• Analyzes measurable individual and team outcomes and prepares action plans to continuously improve performance.



• Assist in analyzing volume demand and manages to applicable key service level goals by line of business.

Manage Process and Technology to Deliver Company and Department Goals

• Responsible for the quality assurance of team's daily production.



• Responsible for gathering and communicating ongoing contact trends and proposing needed solutions.



• Manage and coach line of business processes, priorities, workflows and updates for their team.

Management of Associates

• Manages direct reports, systems, and projects to achieve unit goals in accordance with Company policies and practices.



• Prepares and analyzes unit plans and reports.



• Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.



• Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication.



• Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans.

QUALIFICATIONS

Required

• Previous supervisory or related experience.



• Ability to maintain composure in a fast-paced call center environment.



• Effective verbal and written communication skills.

Preferred

• Understanding of statistics, data analysis, and staff plan execution.



• Detailed knowledge of Windows applications.



• Understanding of credit and retail transaction processing.



• Knowledge of processes and procedures as well as their impacts on the line of business

Work Hours (hours subject to change based on business need)

• 4:15 PM -1:15 AM Tues, Wed, Thurs
• 5:15 PM - 2:15 AM Fri & Sat
• Off every Sunday and Monday
• Black Friday and some holidays are required