Supervisor, Customer Service

B2B Customer Service Supervisor – Hybrid

Medellín, Antioquia, Colombia

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a B2B Customer Service Supervisor, you'll be part of our Customer Service team working as a hybrid employee. You'll get to:

• 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.
• Utilize higher technical expertise on products to provide support to customers and agents.
• Generate trainings and mentor agents as needed to improve knowledge and processes.
• Communicate feedback effectively as needed to BPOs and other frontline agents.
• First line of support for call center agents in department.
• Actively participates in team activities and projects while encouraging team to do the same.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. Wouldn't it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• CS Specialist or equivalent within the organization
• Bachelor's degree or +3 years business experience
• 3+ years of call center supervisor experience
• Proficient in Microsoft Office; Excel, PowerPoint, Word, etc./ SAP & Salesforce preferred/
• Interpreting KPI's
• Advanced English & Spanish
• Good attendance record/Responsible work ethic
• Patience and positive attitude
• Excellent written and verbal communications skills

The Details:

You'll receive a competitive salary and a great benefits plan.

And More:

We want our company to be a place you'll want to be – and stay. Being part of our team means you'll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What's more, you'll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We're visionaries and innovators. As successful as we've been in the past, we have so much further to go. That's where you come in. Join us!

Applicants should apply via Stanley Black and Decker's internal or external careers site.

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.

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.