As our Supervisor Call Center, you will be responsible for overseeing daily operations of the Call Center to ensure exceptional service delivery, operational efficiency, and team success. You will provide direct supervision and guidance to Customer Service Representatives and Support Staff, fostering a positive and performance-driven environment. You will support the Call Center Director by executing key initiatives, maintaining quality standards, and ensuring consistent adherence to company policies and procedures. With a focus on team development, customer satisfaction, and cross-departmental collaboration, this role also plays a critical role in driving results and elevating the customer experience.

This Supervisor role works on-site in Omaha, Nebraska on an evening schedule, approximately 2-11:00 pm on Tuesday through Saturday.

Principal Duties and Responsibilities

Essential Functions

1. Supervise a team of Customer Service Representatives
2. Motivate, mentor, and develop team members to foster growth and high performance
3. Evaluate, coach, counsel, and, when necessary, discipline team members, ensuring timeliness and consistency
4. Interview, hire, and onboard qualified candidates; assist with departmental hiring decisions
5. Conduct performance evaluations and maintain documentation regarding employee performance
6. Promote positive morale and an engaging work environment within the Call Center
7. Act as a backup to Call Center Operations Director, making operational decisions as needed
8. Ensure timely and accurate order entry and adherence to established performance standards
9. Perform opening and closing duties; maintain service level goals and ensure adequate coverage across all areas
10. Oversee and complete assigned projects, coordinating with other departments as needed
11. Work closely with IT and warehouse teams to resolve major issues and manage special requests
12. Handle escalated customer issues requiring supervisory or managerial intervention
13. Support Call Center employees with questions related to policies, procedures, and customer situations
14. Conduct call, chat, and email reviews, providing actionable feedback to team
15. Collaborate with third-party vendors to meet customer expectations (e.g., shipping, item availability, invoicing)
16. Communicate, enforce, and model company policies and procedures in alignment with management direction
17. Maintain strict confidentiality on all job-related matters, including sensitive and privileged information
18. Facilitate documentation required by regulatory compliance standards
19. Support Call Center and departmental leadership with initiatives and cross-functional collaboration
20. Contribute to internal application processes and assist with internal communications as needed

Marginal Functions

1. Process telephone orders and catalog requests from customers; enter mail and fax orders into the system as needed (with appropriate training)
2. Assist in coordinating and executing special projects as assigned
3. Perform other related duties to support team and departmental objectives

Here’s what you need to join the fun:

Knowledge, Skills, and Abilities

• Strong customer service and sales skills, with a thorough understanding of order entry policies and procedures
• Proven ability to make sound decisions and effectively solve problems
• Capable of managing multiple tasks independently, with strong attention to detail and the ability to prioritize in a fast-paced environment
• Professional, adaptable, and well-organized, with a proactive and flexible approach to work
• Able to work autonomously with minimal supervision
• Demonstrated leadership skills with the ability to guide individuals, teams, or departments effectively
• Excellent interpersonal, verbal, and written communication skills
• Skilled at multitasking, managing competing deadlines, and maintaining a high level of organization across projects

Education

• Associate’s degree or equivalent combination of education and experience

Experience

• Minimum two years supervisory experience

Other Qualifications

• Must work well in a fast-paced environment
• Although position requires frequent movement, sedentary work is required

Join us at Oriental Trading, a Berkshire Hathaway Company, where fun means business! 

Oriental Trading Company (www.orientaltrading.com), is the nation’s largest direct retailer of value-priced party supplies, arts and crafts, toys and novelties, and a leading provider of teaching supplies and affordable home décor and giftware. Founded in 1932 by a Japanese American, the Oriental Trading history of fun spans the better part of the last century. Today, Oriental Trading offers more than 60,000 products to individuals, teachers, schools, churches, businesses and nonprofits. With a corporate vision to “Make Life More Fun,” Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.

EOE