Newegg Inc.

Supervisor, Retention

1 month ago(12/18/2017 6:43 PM)
Customer Service/Support

Purpose Of The Job

Supervise and direct the activities of the Agents in one or more of the following support teams: CS Help Desk, Agent Support Desk, Retention, eBay/B2B or Public Image.


  • Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information.
  • Promote a supportive environment in which employees are encouraged to solve problems and address customer issues.
  • Monitor, provide feedback, coach and counseling and document employee performance results.
  • Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
  • Ensure the organization’s core values are continually reinforced.
  • Identify team and individual training needs and develop plans for immediate and long-term performance improvements.
  • Develop and/or implement appropriate methods, practices, policies, procedures, and change processes to ensure continuous improvement.
  • Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
  • Participate in interviewing internal and external candidates.
  • Responsible for each of the areas supervised, to ensure resources are utilized efficiently, in accordance with each area’s goals and objectives and in ways that consistently promote customer quality and satisfaction.
  • Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Minimum Requirements & Special Attributes

  • High School Diploma or GED required plus 4+ years Customer Service experience
  • Bachelor’s Degree in Business Administration or related field preferred.
  • Strong written and verbal communication skills.
  • Strong analytical and problem resolution skills
  • Strong presentation and facilitation skills
  • Strong planning, time management and organizational skills
  • Demonstrated ability to think critically and analytically
  • Proven ability to organize and clearly communicate thoughts and ideas
  • Customer Contact work (e.g., as a contact center agent)
  • Proven supervisory skills
  • Experience conducting performance appraisals and delivering coaching
  • Computer skills
  • Leadership ability
  • Relevant industry experience
  • Proficient in Excel and Visio

Essential Mental and Physical Functions

Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position develops procedures for performance of a variety of duties or performs complex duties within established policy guidelines.

Physical Functions:
Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant working on a computer.

Equipment Used

Standard office and computer equipment including MSOffice software.

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards.

Supervisory Responsibilities

Yes – 12 to 20 employees

Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required.


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