Xometry is revolutionizing the manufacturing sector by connecting innovative minds with capable manufacturers through our digital marketplace. As we continue to power the industries of today and tomorrow, we are on the lookout for a dedicated and supportive Contact Center Supervisor. This role involves coaching and motivating contact center representatives as they handle inquiries and issues from our esteemed clients. This leader will need to be in our Lexington, KY office at least 4 days per week.

Responsibilities:

• Team Development: Hire, train, and prepare contact center representatives to effectively handle customer inquiries, complaints, and troubleshooting of services or products
• Performance Management: Ensure all team members understand and adhere to contact center objectives, performance standards, and company policies. Monitor and evaluate team performance, offering coaching and corrective actions as needed
• Operational Excellence: Assess daily operations, identify strengths and opportunities for improvement and implement strategies to retain our customers
• Supportive Leadership: Provide ongoing support and guidance to agents, answering questions, overseeing call handling practices, emails and chats to ensure a high level of customer service and satisfaction
• Collaboration: Work closely with other supervisors and management to ensure a cohesive approach to customer support and agent development
• Customer Satisfaction: Foster an excellent customer satisfaction culture by delivering value in every single interaction
• Diversity and inclusion: Leading by example to create a thriving ecosystem of diversity and inclusion

Qualifications:

• 5+ years of experience in a call center environment
• 2+ years experience supervising a team
• Education: High school diploma or equivalent; further education in management preferred
• Experience: Proven background in call center, customer service, or a supervisory role
• Strong proficiency with technology, including computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Comprehensive understanding of company products, policies, and services.
• Excellent leadership, problem-solving, and customer service skills.
• Ability to motivate, train, and lead a team to meet performance standards.
• Disposition: Analytical, efficient, and thorough with the ability to remain composed and courteous under pressure, particularly during peak hours