Contact Center Supervisor
St. Petersburg, Florida
Contact Center – Contact Center /
Full-Time /
Remote
Join a National Top Workplace
Named a Top Workplace in the USA, and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are Leaders in loyalty, helping brands build lasting emotional connections with their consumers. Our Contact Center has been recognized by the Stevie Awards for outstanding customer service provided to our client's customers. Join our team where the best and brightest work.
We are headquartered in sunny St. Petersburg, Florida. And we are proud to offer all teammates the freedom and flexibility to work remotely, 7 company-wide holidays, and a diverse suite of benefits that prioritize your well-being.
When you join Kobie, you’re joining a valued-led team that invests in your growth—both professionally and personally.
About the team and what we’ll build together
You are a Contact Center Supervisor who thrives on ensuring amazing customer service, meetings contractual service level agreements, and mentoring your team to do great things. You embody a ‘can-do’ attitude, maintain composure no matter what, and enjoy being a resource for your team. In this role, you will hire and manage a team of Tier 1 Contact Center Agents who work with our loyalty customers by phone and/or email. You will provide guidance, assistance, coaching and feedback to your team while ensuring that service levels are being met at all times.
How you will make an impact
- Learn specific client loyalty program guidelines, initially and ongoing
- Serve as a resource for your team for questions and assistance
- Monitor customer interactions (both live and recorded calls, and email), assessing interactions and providing feedback and goal-setting with agents
- Develop agent skillsets to ensure competency within current role and applicable future roles.
- Engage each day with a positive, professional, customer-centric & team-oriented outlook
- Adhere to schedules and company policies and procedures relating to servicing customer accounts and supervising employees
- Work with internal and external customers and clients to understand and resolve trends and emerging issues.
- Coach, assess, and provide feedback for agents as well as setting team goals
- Prepare team/queue activity reporting; be knowledgeable of events that impact(ed) team performance
- Conduct ongoing interviews for new call center agents, to meet operational needs
What you need to be successful
- 1+ years of contact center supervisory experience or directly relevant similar managerial experience, including conducting interviews
- 3-5 years of relevant customer service experience
- The ability to communicate in a clear, concise & helpful manner both verbally and written
- The ability to take ownership of queue service levels
- Experience de-escalating customer situations through effective communication and problem-solving skills
- The ability to work independently, following directions and instruction regarding your role
- Advanced computer knowledge with demonstrated proficiency in Microsoft Excel, and Word
- A ‘whatever it takes’ attitude to care for customers, agents, and the business
- Ability to demonstrate flexibility and agility with changes in work processes and the work environment
- Strong ability to multitask and meet deadlines
- Ability to make smart decisions quickly and/or under pressure
- High customer service orientation with external/internal customers
- Excellent problem solving skills and the ability to effectively guide agents through issues
- Excellent communication skills (verbal, written, and listening)
- High level of accuracy and attention to detail with excellent coaching & feedback delivery ability
- Education:
- Minimum High School Education (or GED)
- Associates or Bachelor’s degree preferred
Who we are
As a trusted partner, Kobie delivers market-leading, end-to-end loyalty solutions designed to enable customer experiences for the world's most successful brands. We do this with a strategy-led technology approach that uncovers the truth behind what drives consumers on an emotional level. We believe that our team's passion and expertise are the driving forces behind our success and are proud to be named a Top Workplaces in the USA, where the best and brightest in loyalty drive our mission of growing enterprise value through loyalty. Our Contact Center helps us deliver that end-to-end loyalty solution all the way down to the consumers experience.
A place for all
We celebrate and embrace diversity at Kobie!
Employment at Kobie is based solely on an individual's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law.
We are fiercely committed to fostering a workplace where teammates can bring their authentic selves to work every day. Our DEI initiatives, including various committees, ensure that principles of equity, diversity, and inclusion are deeply ingrained throughout Kobie. While our leadership team fully supports our policy of nondiscrimination and equal opportunity, it is the responsibility of all teammates to uphold these values.
Ready to join us? If you’re ready to make an impact and grow in a supportive, innovative environment, we’d love to hear from you. Apply today and let’s build something amazing together
