The CXC supervisor's role is focused on leading the contact center representatives, at multiple levels to deliver the expected service and quality goals. The supervisor provides the coaching and ongoing representative development to ensure customer satisfaction, proper order processing, and professional customer engagement for Hanesbrands Inc.

 

Responsibilities:

As a CXC Supervisor, you will be responsible for translating the expected engagement process and service goals to first-level and second-level customer experience representatives. You will provide ongoing coaching, including quality assurance monitoring in each channel, to promote professional growth and consistent feedback sessions with representative development plans.

Additionally, you will understand operational, system, product, and department issues to provide escalated contact support to the front-line representatives, focusing on first-contact resolution. You will guide and train representatives at all levels, including CXC knowledge base administration and onboarding support for new staff members.

Scheduling for telephone, email, chat, and other customer engagement channels to deliver on key performance indicators and service level goals (response time, abandoned rate, satisfaction scores) will also be part of your responsibilities. You will need to understand the customer-facing aspects of Hanesbrands Inc. ecommerce websites and operations to provide real-time feedback.

 

Skills:

Communication Skills: The ability to accurately convey a message to a group of people clearly and concisely.

Problem-Solving Abilities: Quick and effective decision-making skills to resolve issues, addressing both short-term solutions and long-term improvements.

Leadership and Team Management: Experience supervising and mentoring a team, providing guidance, support, and motivation to achieve team and company goals.

Conflict Resolution: Skill in managing and defusing difficult situations, especially with upset or dissatisfied customers, while maintaining professionalism and empathy.

Data Analysis and Reporting: Ability to analyze customer feedback, satisfaction scores, and other relevant data to identify trends and make informed decisions that enhance service delivery.

Behaviors:

Accountability: Demonstrates ownership of individual and team tasks, taking responsibility for positive and negative outcomes. Holds oneself accountable for meeting performance targets and deadlines, proactively addressing any challenges, and ensuring tasks are completed to a high standard.

Adaptability: Flexibility in handling changes, new procedures, and shifting customer demands. A willingness to learn and adapt quickly to new technologies, processes, or policies.

Collaboration: Works well with cross-functional teams, sharing knowledge and supporting colleagues to reach common goals. Open to feedback and willing to contribute ideas for improvement.

Detail-oriented: Strong attention to detail and accuracy, ensuring that all tasks are completed without errors and that customer needs are fully met.

 

 

Requirements:

BS/BA or at least 5+ years of experience in a customer or call center environment (direct to consumer or ecommerce organization preferred)

A minimum of 3 years of experience in a leadership or supervisory role

Proficient in Spanish and English

Ability to coach and develop associates effectively, including providing timely feedback

Solid working knowledge of contact center operations

Proficient in customer service tools to track customer interactions such as SAP, Magento, WM, Five9, Salesforce, etc. to support representatives during onboarding, nesting, or in general.

Strong organizational skills, ability to multi-task, and navigate through multiple systems in a fast-paced environment

Excellent telephone presence, interpersonal skills, and ability to diffuse customer situations

Strong customer service skills and ability to empathize with customers and drive a caring culture

Training Schedule: 7:00 AM to 4:00 PM (On-Site)

Production Schedule: 10:00 AM to 7:00 PM (Hybrid)

Join us in building a better working world. If you can meet the criteria above, please contact us as soon as possible.