Shutterfly Hiring for Supervisor, Customer Service at United States Full Time

At Lifetouch (part of the Shutterfly family of brands), we believe there is extraordinary power in self-expression. Built on the tradition of “Picture Day”, Lifetouch has captured the unique personalities of children and families for more than 85 years.

The Yearbook Center of Excellence (“COE”) supports external customers (schools/Yearbook Advisers) as they work to complete their school’s yearbook project and internal customers (sellers) by processing back-office administrative tasks to free-up their time for activities directly related to selling. We support our customers through phone calls, emails, live chats, Salesforce support cases and work requests. The Yearbook Operations Supervisor is directly responsible for managing the performance results of their team of agents and providing the necessary coaching and guidance to ensure goals are met, business expectations are upheld, and productivity levels achieved.

Primary Duties And Responsibilities

• Day-to-day supervision of remote team members and activities including real-time schedule adherence, status usage, and moving team members to different work queues as volume indicates.
• Ensure team is compliant with department policies, processes, procedures, standards, and guidelines.
• Coach and mentor team members through 1-on-1’s seeking opportunities for development.
• Deliver performance feedback on a regular basis to team members.
• Review contacts for Quality and provide score and feedback to team members.
• Coordinate on-the-job shadowing for team members when new or refresher training is needed.
• Troubleshoot system issues team members are experiencing that prevent them from completing work tasks, submitting support tickets as needed.
• Manage and support production escalations and escalation process to ensure Yearbooks arrive in schools by the expected delivery dates.
• Work with Yearbook support partners (Finance, PrePress, Manufacturing, Product Development, Sales, Marketing) to help resolve escalated issues.
• Participate in various cross-functional meetings representing the COE and the customers’ needs.
• Lead and participate in bi-weekly Team Huddles.
• Collaborate with COE leadership to identify and address emerging training needs.
• Monitor and provide backup support in Help Desk Teams channels.

Additional Duties And Responsibilities

• Monitor and leverage customer care systems (IVR, ACD, e-mail, chats, special tracking databases, remote location) through appropriate set-up, training, and field communication.
• Implement quality and process improvements based on observations and team member feedback.
• Communicate policy or process changes to team and update documentation accordingly.
• Nominate team members for periodic COE leadership recognition.
• Assist with the completion and administration performance reviews, performance management and goal setting in partnership with Human Resources and Customer Care Manager.
• Must be able to work a non-standard work schedule as needed to ensure coverage during peak season.
• Assist with special projects as needed.

Education

• Associate degree or equivalent experience

Experience

• 2-4 years of Customer Service support preferred.
• 2+ years previous supervisory experience preferred.
• Data entry experience preferred.

Other (knowledge, Skills, And Abilities)

• Strong people management/conflict management skills – selection, supervision, performance management.
• Ability to collaborate with various departments and positions.
• Microsoft Office applications (Outlook, Teams, Excel, Word, PowerPoint)

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

This position will accept applications on an ongoing basis until filled.