Call Center Supervisor – Customer Service

CALL CENTER SUPERVISOR – Customer Service________________________________________________________________
LOCATION
Hillsboro, ORTHE COMPANY
Netflix (NASDAQ: NFLX) is the world's largest online DVD movie rental service, offering well over four million members access to more than 60,000 titles. Our appeal and success are built on providing the most expansive selection of DVDs; an easy way to choose movies; and fast, free delivery.
Netflix has been ranked the #1 rated website for customer satisfaction for two consecutive years, according to a survey by ForeSee Results and FGI Research in the spring of 2005 and winter of 2006. In the fall of 2005, Fast Company magazine named Netflix the winner of its annual Customers First Award.
For more information on the company please visit www.netflix.com
THE POSITION
Netflix is looking for highly motivated, dynamic Call Center Supervisors for our inbound customer service environment. This position will oversee a team of Customer Service Representatives to provide a superior customer service experience as we grow to support over 20M subscribers. The successful candidate will be customer centric, have exceptional interpersonal and analytical skills, have a proven ability to multi-task in a fast-paced environment and be able to motivate their team. You will be required to analyze and interpret and act upon call center metrics, demonstrate a commitment to quality and develop subordinates. In addition, the position will be required to participate in calibration sessions and may provide coaching and feedback. This position reports to the Call Center Manager.The following detailed responsibilities reflect the need to meet the customer service demands of this rapidly growing company:Supports and demonstrates commitment to quality principles
Manages from the “front lines”
Motivates others by leading and influencing in a team environment
Coaches and provides feedbackLeads by exampleDrives the development of superior customer service and high performance
Conducts regular meetings to communicate individual goals and team objectives
Manages real time adherence and absenteeism of team membersInteracts with Senior ManagementParticipates in calibration sessionsParticipates in special projects and performs additional duties as requiredQUALIFICATIONSA minimum of 2-4 years supervisory experience in an inbound business to consumer call center environmentBachelors degree and/or call center industry certifications preferredStrong project management skills and ability to implement and manage projects across multiple functional areas
Knowledge of call center performance metrics, both real time and historicalExcellent technical skills, understands and has used call center technologies including CMS and Workforce Management applicationsAbility to integrate with an existing team and thrive in a rapidly changing environmentExcellent follow-up skills and ability to meet aggressive deadlines
Strong oral/written communications and analytical skills
Intermediate level skills in MS Office applications with strong emphasis in MS ExcelMust be decisive and results orientedCreative thinking skills and solutions-orientedAbility to demonstrate commitment and perseverance in a fast-paced, data-driven environmentCHARACTERISTICS OF SUCCESS AT NETFLIXStrong customer orientation, both internally and externallyStrategic thinking both technically and about the business as a whole.Ability to execute successfully on business strategySelf motivated / self starter
Desire to work in a fast- paced, evolving, and dynamic environment
Love of challenges and the sense of pride it brings to solve themAbility to work well in a cross functional environment
REQUIREMENTS
See above job description for qualifications.