Job Description

Why Milan Laser Hair Removal?

Milan Laser stands as the largest and most premier laser hair removal company in the nation. We are also honored to be a recipient of the prestigious Best Places to Work In Omaha award, a testament to our commitment to excellence and exceptional culture! With 400+ current locations throughout 38+ states and plans to expand into a national brand, this is a very exciting time to join the Milan Team!

Because it’s fun and progressive. We’re not like other companies where you’re just a number. We are seeking independent thinkers who can add true value to our team.

Because, benefits. Milan will take care of you with paid vacation, 401k, full health, dental and vision. Oh and free laser hair removal. You won’t find that at other corporate gigs.

Because, growing is good. We’re always expanding, improving and looking for people ready for a challenge. Our team members learn the business from the inside-out and as our business grows, the opportunities abound.

Position Summary:

The Call Center Supervisor will lead and manage a large team of call center agents to achieve and exceed key performance indicators (KPIs). Foster a culture of accountability, continuous improvement, and operational excellence. Through effective leadership and performance management, ensure exceptional customer service, operational efficiency, and business growth. Central to this role is ensuring the client experience is at the heart of every decision, promoting a customer-centric approach in all aspects of call center operations.

Location: Omaha, NE - Onsite, not remote
Status: Full-time | Hourly

Responsibilities:

• Drive KPI Results through the Client Experience: Drive results by maintaining strict accountability to the client experience, ensuring every interaction supports key performance indicators. Strike an ideal balance between competitiveness and team morale, fostering a high-energy, goal-driven environment. Actively coach agents to overcome objections and build confidence, unlocking their full potential. Continuously monitor performance trends and take swift action to promote growth and consistent improvement. Lead the team to deliver excellent service to the clinic teams.
• Promote a Culture of Accountability: Spend the majority of time on the floor providing real-time coaching and feedback to agents. Conduct frequent one-on-one sessions to address performance issues and recognize achievements. Develop and implement individual and team coaching plans. Foster a culture of collaboration and teamwork, where all employees feel valued and supported.
• Develop Employees: Hire, train, and manage staff, including conducting performance evaluations. Foster an environment that encourages collaboration and ongoing coaching for professional growth and career advancement. Proactively create development opportunities to build a bench of future leaders.
• Ensure Continuous Operational Excellence: Monitor and analyze metrics, including call volume, time to answer, and overall agent productivity metrics to ensure customer satisfaction, and make adjustments as needed to improve performance. Enforce policies and procedures for staff to ensure consistent and effective service. Implement Standard Operating Procedures and innovative solutions to optimize processes and workflows. Create and manage agent schedules to ensure adequate coverage and optimal productivity. Adjust schedules as needed to accommodate changes in call volume and staffing.
• Quality Assurance: Create a cadence of consistent and accurate monitoring of the team's lead and client contact avenues and performance. Develop and implement quality standards and procedures to ensure high-quality interactions. In addition, work with quality assurance agents to align on areas for improvement. Provide feedback to the team on performance findings and quickly coach behavior change when needed.
• Other Duties: Performs additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives.

Qualifications:

• High school diploma or equivalent (e.g., GED) required
• Post secondary education preferred
• Minimum of two years of experience in a client-facing or contact center role required
• Minimum of two years of leadership experience in a KPI driven environment required
• Experience in a contact center preferred
• Demonstrated experience working with a computer and various applications on a regular basis required
• Display a history of reliable and predictable attendance required
• Display superior customer service skills required
• Ability to coach, mentor, and train required
• Extremely strong organizational skills required
• Strong attention to detail required
• Demonstrated ability to multitask in a very fast-paced environment while still maintaining a high level of accuracy & attention to detail required
• Display exceptional communication skills, both written and verbal required
• Display the ability to take initiative and work independently required
• Have a highly polished demeanor and strong team mentality required
• Display leadership qualities amongst team members required
• Be able to work the schedule posted required

Benefits Include:

• Employees and their spouse or legal partner receive free laser hair removal services.
• Medical, dental, vision, disability and life insurance within 30 days
• Paid time off starting immediately
• Closed on 6 major holidays
• 401K retirement plan with vested employer match
• EXCEPTIONAL work environment

All potential employees of Milan will be required to successfully pass a pre-employment background check before employment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Equal Opportunity Employer

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