Customer Service Supervisor at Metabolic

What’s the Ideal Candidate’s Background?

As a top-notch Customer Service Supervisor, your coaching and mentoring skills are unparalleled, enabling you to develop your team's potential and guide them to achieve excellence. You understand that individual growth contributes to overall team success. This, coupled with your ability to provide continuous feedback and foster a culture of learning, helps your customer service leads and the overall team improve their performance and deliver outstanding customer service. Furthermore, your track record in managing the performance of customer service representatives, setting clear expectations, and holding them accountable further solidifies your expertise as a leader in a customer service environment.

Last but not least, your proficiency in working with Workforce Management (WFM) tools and other call center software solutions equips you with the capability to effectively forecast, schedule, and manage resources. This adeptness helps ensure service level agreements are met, and customer satisfaction is consistently maintained, positioning you as a pivotal force in the operational success of our customer service department.

What Will You Be Working On?

• Team Management – Lead a team of four customer service leads, training, developing and mentoring them to improve their skills and performance.
• Performance Management – Driving robust performance and providing constructive feedback to your team.
• Department Escalations – Addressing and resolving escalated customer complaints and inquiries, such as Chargebacks and Agent and Internal Escalations.
• Production Planning – Evaluating agent performance with key metrics and creating actionable strategies.
• Payroll Verification – Confirming hours worked and validating biweekly payroll.
• Performance Reviews – Conducting department performance reviews, ensuring KPIs are being met, and implementing corrective actions as needed.

Who Are We and How Are We Different?

After 11 years of trial and error with over half a million people, we've discovered that optimizing our metabolisms delivers the results we all want: feeling our best, looking our best, performing our best, and living longer. Our metabolism is our inner compass, but most of us don't understand how to read it. Once we do, it will show us exactly what we need to thrive, and Metabolic helps our customers get there.

We began just over a decade ago with no centralized brand, launching products and services to solve one consumer problem at a time. Since then, we've evolved into an $80 million metabolic optimization company, unified under the Metabolic name. We launched our e-commerce site in early 2023, and our all-in-one digital subscription app, the MetabolicOS, is set to launch later this year, propelling our next phase of growth.

What You Need to Succeed

• 2 + Years’ Experience – Supervisor experience in a BPO or contact center environment, with excellent team management and coaching skills, with the ability to inspire a diverse global team.
• Strong Workforce Management Software – Call Center Software Platforms such as Five9, RingCentral, and Aircall, and CRM Software such as Salesforce and Hubsoft.
• Exceptional Communication – Both written and verbal with advanced English proficiency.
• Change Management – Ability to manage, drive and embrace change in a fast-paced environment.
• Conflict Resolution Skills – Exceptional ability to resolve issues and handle difficult situations with customers and internal employees.
• Fast Internet Connection and Quality Computer – This is a MUST. In order to use our tools such as Salesforce and Vonage, we require a minimum speed of 20K. 
• Ability to Work During Load Shedding – All reps must have the ability to work during load shedding hours without interruption in internet service or productivity.
• Quality Camera, Headset and Microphone – Important for daily video and audio sales team huddles and one-on-one meetings with sales management to optimize performance.
• Quiet Workspace – You’ll be attending daily video calls with our entire team so an environment free of distractions and noise is crucial so you and others can focus.