Customer Service Supervisor - Remote

Overview

The Customer Service Supervisor at Fortune Brands Innovations will guide and manage a team of frontline associates, ensuring smooth daily operations in a remote call center environment.

In Short

• Manage and inspire a team of customer service associates.
• Oversee daily call center operations and scheduling.
• Provide support and resolve escalated customer concerns.
• Ensure service standards are met across all interactions.
• Conduct coaching sessions to develop talent.
• Collaborate with internal departments to enhance customer experience.
• Manage reporting on key performance metrics.
• Support system testing and process audits.
• Act as backup to the Customer Service Manager.
• Work standard hours, Monday through Friday.

Requirements

• 5+ years of experience in a call center environment.
• Prior leadership or supervisory experience.
• Strong coaching and development skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with contact center systems like Nice CXone and SAP.
• Ability to manage changing priorities in a dynamic environment.

Benefits

• Comprehensive health plans.
• 401(k) program with company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.
• Employee Resource Groups for a sense of belonging.