The MS Supervisor is responsible for interviewing and hiring agents, as well as, overseeing and leading a team of agents. This role is expected to motivate, coach, train, and recommend performance management steps for agents to assist them achieve identified performance metrics and targets.

Job Duties:

Call Center Procedures:

• Develop and implement team best practices and standards to increase productivity and address recurring issues.

• Minimize downtime/distractions through strict compliance with established support procedures.

• Assist in defining and communicating key call center metrics and process to measure and maintain goals.

Recruitment & Scheduling:

• Work with Technical and Operations supervisor to maximize labor without negatively impacting call center key measures.

• Assist with the implementation of the strategic plans, objectives, and budgets through effective recruiting, training, motivation and evaluation.

• Actively participates in the acquisition of new team members through the hiring process, adherence to policies and procedures, and creation of motivational strategies to drive quality performance.

• Participates in the interviewing process and makes hiring recommendations.

Mentor & Coaching:

• Create awareness and accountability of unit performance results through regular reporting and feedback.

• Directly manage a team of call center representatives and Team Leads.

• Provides performance feedback through informal communications, formal performance reviews and goal-setting, and deficiency management task are completed, conduct annual review, and set expectations and measures.

• Appropriately addresses human resources issues, such as attendance, interpersonal conflicts in the workplace, and paycheck discrepancies; consults Department Manager and/or Human Resources Representative for guidance as needed.

• Develop and communicate quality standards, processes & procedures, and policies.

Customer Retention:

• Oversee and/or intervene with escalated customer contacts. Ensure all call center representatives support the Camping World brand and policies.

• Assist in the developing and maintaining customer focus - merchandise driven environment with positive call center climate.

• Builds customer loyalty by providing excellent customer service through the development of call center representatives.

Minimum Qualifications:

• Two to three years of leadership experience, preferably in a call center environment

• Bachelor's degree preferred or equivalent experience

• Experience in the development and implementation of budgets and sales plans/strategies

• Ability to lead, handle multiple tasks, read and interpret documents

• Proficiency in communicating and resolving issues in a professional and tactful manner

• Ability to accurately write reports and correspondence

• Willingness to accept additional tasks, duties and/or direction from management

Pay Range:

$58,425.00-$87,637.50 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.