Team Supervisor - Louisville, KY

Team Supervisor

The Team Supervisor will lead a team of approximately 15 customer service employees in day-to-day Customer Service operations to achieve and exceed performance expectations. This position is responsible for ensuring all communications directed to the Customer Service Center are handled appropriately. The Team Supervisor provides leadership, direction, accountability, and coaching to ensure adherence to company policies and procedures. The Team Supervisor reports to the Call Center Manager.

Essential Functions (Other job duties may be assigned) :

• Coach, motivate, and inspire team members to achieve and exceed performance goals.
• Monitor service calls to observe customer service representatives' demeanor, technical accuracy, and conformity to company policies; provide feedback and development as needed.
• Partner with peers and other members of leadership to support agents and maximize customer satisfaction.
• Monitor and analyze team performance to strategically assist in the development of their team's skills.
• Field questions from customer service representatives and recommend changes to address how to alleviate customer complaints.
• Minimize customer escalations through effective coaching and support as well as handle issues that have escalated above your team.
• Conduct salary reviews, performance reviews, and career development sessions with direct reports.
• Possess and maintain a thorough knowledge of telecommunications industry information.
• Proactively and positively communicate corporate messages and changes; provide constructive feedback to leadership as needed.
• Effectively use recognition, coaching, training, and other tools to lead the team and inspire industry-leading performance, accountability, attendance, and employee retention.
• Partner with Human Resources to conduct any necessary investigations, deliver disciplinary actions, including separations, and document all interactions and communications.
• Partner with Talent Acquisition to interview new candidates for various customer service roles.
• Demonstrate strong interpersonal communication, time management, and multi-tasking skills.
• Also responsible for other duties / projects assigned by leadership as needed.

Required Experience :

About Consumer Cellular :

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through more than 50 company-owned neighborhood stores, online at ConsumerCellular.com, by telephone at (888) 345-5509, and at leading retailers including Target and Walmart.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act) :

Pre-employment background check and drug screen is required.

Primary Location : United States-Kentucky-Louisville 5200 Commerce Crossings 5200 Commerce Crossings Louisville 40229

Job : Business Support Services

Travel : No

Schedule : Full-time

Req ID : 250736