Supervisor, Support Center

The Contact Center Supervisor is responsible for leading a team of Contact Support Center Representatives and guiding the customer experience with all internal and external customers. The Contact Center Supervisor will promote a work environment that is positive, customer service-oriented and compliant within state and company guidelines. The ideal candidate should be passionate about their role and have a strong willingness to help others learn about cannabis.

Duties and responsibilities or (Essential Functions)

●      Lead by example by consistently meeting and exceeding personal and KPI goals. Support and develop Contact Support Center Representatives to do the same.

●      Recruit, interview and hire to fill gaps in open positions in partnership with the CC Ops Manager and PharmaCann HR.

●      Assist CC Ops / Asst Manager with executing business initiatives in an effective and efficient manner.

●      Work with CC Ops / Asst Manager to identify training and development needs and support of CSCRs

●      Provide leadership, training, guidance and support to team members that fosters continuous learning and improvement

●      Write and deliver team members’ performance reviews in partnership with CC Ops Mngr to determine succession plans, build on members strengths and develop areas for improvement.

●      Coach team members on performance, attendance, violation of company and compliance policies in partnership with management and HR

●      Manage continuous training and development with team members through training curriculums that provide consistency

●      Day to day lead for the team to assist in research and resolution of issues

●      In the absence of manager or when needed:

○      Act as a lead for the team to listen to, investigate, and resolve call escalations regarding customer inquiries

○      Work with the appropriate departments to get clarification and resolve internal and / or customer issues

○      Assists with facilitating new hire and departmental training and processes as needed

○      Act as go to and subject matter expert for the contact center team

·       Projects a positive image of the organization to employees, customers, industry, and community

·       Embodies the culture, values, and tenets of PharmaCann and full support of our purpose, goal, and key objectives

Qualifications

●      Minimum 21 years of age (or as required by state regulations)

●      Minimum 2 years’ in a customer facing position is required

●      Previous supervisory or management experience highly preferred

●      Exceptional customer service skills

●      Strong attention to detail and ability to solve and resolve problems in a calm, professional and courteous manner.

●      Strong computer skills; solid proficiency in MS Office / GSuite

●      A highly ethical and self-motivated individual with the ability to adapt to different situations

●      Strong written and verbal communication skills

●      Business acumen skills and ability to deal with ambiguity

●      A highly ethical and self-motivated individual with the ability to adapt to different situations

Additional Information

All your information will be kept confidential according to EEO guidelines.

PharmaCann, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age disability or genetics. We value diversity, military service, and law enforcement experience. Compensation is competitive and will be commensurate with experience. Benefits are available.