Supervisor, Customer Experience Center

A Snapshot of Your Day

As a CXC Supervisor at HanesBrands, your day will be filled with opportunities to inspire and guide a team of customer experience representatives. You'll provide coaching, training, and ongoing feedback to ensure exceptional service delivery across all channels, including phone, email, and chat. From monitoring quality assurance to analyzing data and trends, you'll play a pivotal role in shaping a customer-centric culture that prioritizes professionalism and empathy. 🌟

How You'll Make an Impact

• Lead and mentor a team of customer experience representatives, fostering their growth and development
• Ensure consistent delivery of high-quality service and adherence to performance targets
• Analyze customer feedback and data to identify areas for improvement and implement effective solutions
• Collaborate with cross-functional teams to streamline processes and enhance the overall customer experience

What You Bring

• BS/BA or at least 5+ years of experience in a customer or call center environment (direct to consumer or ecommerce organization preferred
• Minimum of 3 years of leadership or supervisory experience
• Proficiency in Spanish and English
• Strong coaching and feedback skills
• Excellent communication, problem-solving, and conflict resolution abilities

Skills:

Communication Skills: The ability to accurately convey a message to a group of people clearly and concisely.

Problem-Solving Abilities: Quick and effective decision-making skills to resolve issues, addressing both short-term solutions and long-term improvements.

Leadership and Team Management: Experience supervising and mentoring a team, providing guidance, support, and motivation to achieve team and company goals.

Conflict Resolution: Skill in managing and defusing difficult situations, especially with upset or dissatisfied customers, while maintaining professionalism and empathy.

Data Analysis and Reporting: Ability to analyze customer feedback, satisfaction scores, and other relevant data to identify trends and make informed decisions that enhance service delivery.

Behaviors:

Accountability: Demonstrates ownership of individual and team tasks, taking responsibility for positive and negative outcomes. Holds oneself accountable for meeting performance targets and deadlines, proactively addressing any challenges, and ensuring tasks are completed to a high standard.

Adaptability: Flexibility in handling changes, new procedures, and shifting customer demands. A willingness to learn and adapt quickly to new technologies, processes, or policies.

Collaboration: Works well with cross-functional teams, sharing knowledge and supporting colleagues to reach common goals. Open to feedback and willing to contribute ideas for improvement.

Detail-oriented: Strong attention to detail and accuracy, ensuring that all tasks are completed without errors and that customer needs are fully met.

Who is HanesBrands?

Come weave a better future with HanesBrands. Our hardworking, dynamic corporate culture focuses on people development and making professional and personal growth possible for every associate. Work to win, knowing you have the resources and support you need to thrive as an individual and as our teammate.

HanesBrands (NYSE: HBI) makes everyday apparel that is known and loved by consumers around the world for comfort, quality and value. Among the company's iconic brands are Hanes, the leading basic apparel brand in the United States; Bonds, which is setting new standards for design and sustainability; Maidenform, America's number one shapewear brand; and Bali, America's number one bra brand. HBI employs 48,000 associates in 29 countries and has built a strong reputation for workplace quality and ethical business practices. The company, a longtime leader in sustainability, has set aggressive 2030 goals to improve the lives of people, protect the planet and produce sustainable products. HBI is building on its unmatched strengths to unlock its full potential and deliver long-term growth that benefits all its stakeholders.

Core Values

Play to Win - We expect to win, working together to drive results. We push ourselves to simplify and innovate. When we fail, learn from it. We will break with the past when necessary to move forward.

Act Like Owners - We take action. We build relationships across functions so we can see the company holistically and seek out opportunities for improvement. We're willing to sacrifice in one area if that leads to our overall success.

Do What's Right - We behave ethically. We are transparent. We share information about the factors influencing our actions. Our behavior aligns with our values. Our products make the world a better place.

Create Opportunity for All - With success comes opportunity. Everyone is respected and included. We provide opportunities for all associates to reach their Full Potential. 🌍

Our Commitment to Diversity

We do what's right. Our actions align with what we strive to do: to improve the lives of people, protect the planet and produce sustainable products. We are transparent with our actions, sharing information about the factors influencing our decisions. We've elevated the things everybody needs to feel comfortable in their everyday activities and in their own skin. Learn more about our bold diversity initiatives: https://hbisustains.com/diversity-inclusion-data/

Company Overview

Join us at HanesBrands and be part of a team that values transparency, collaboration, and continuous improvement. Apply now and let's weave a better future together! https://careers.hanes.com/viewalljobs/

Join us in building a better working world. If you can meet the criteria above, please contact us as soon as possible.