About the role:

The Customer Service Supervisor will ensure the staff delivers exceptional customer service and lead the team to accomplish desired results. Designing and applying action plans is very important in the development of the role to comply with company guidelines related to quality of service as well as working as a team so that the service level indicators are met.

Specific Responsibilities:    

Monitors the team’s performance and coaches associates to improve KPIs while looking after the service level and value provided to our callers.Works cooperatively with other supervisors.Builds out and maintains call center knowledge base and utilizes call monitoring experience to develop call scripting, call center service level goal attainment and CSR productivity.Monthly 1:1’s with direct reports.Attend required training sessions and departmental meetings, preparing agenda, presentations, etc as needed.First line of support for call center agents in department.Actively participates in team activities and projects while encouraging team to do the same.

Knowledge/Skills/Abilities:

Proficient in Microsoft Office; Excel, PowerPoint, Word, etc./ CRM & Zendesk preferred/ Interpreting KPI’sAdvanced Portuguese & SpanishPatience and positive attitudeExcellent written and verbal communications skillsGood attendance record

Education/Experience:

Bachelor’s degree or +2 years business experience2+ years of call center supervisor experience preferred

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.