The Cornerstone brands deliver inspirations that help customers enjoy, enhance and celebrate life. Cornerstone comprises four interactive, aspirational home and apparel lifestyle brands: Ballard Designs®, Frontgate®, Grandin Road® and Garnet Hill®.
Your Opportunity, Your Team
- The CSS Sales & Service Supervisor leads a team of customer service professionals to deliver exceptional customer experiences while achieving service levels, and productivity goals. You will oversee developing team members, managing daily operations, and encouraging a culture of accountability, engagement, and continuous improvement.
Where You'll Work
- This role is remote; job seekers must reside in one of the following states to be considered: Ohio, Kentucky, Indiana.
- Flexibility to adjust schedule based on our needs such as supervisor or holiday coverage.
- You'll work a Tuesday - Saturday schedule (9:00 a.m. - 6:00 p.m.).
What You'll Do
- Manage the daily performance of a 30+ employee team, ensuring service, quality, productivity, and customer satisfaction goals are achieved.
- Coach and provide performance feedback using the our Fuel Coaching Model.
- Monitor our service levels, workforce adherence, and team schedules.
- Conduct call quality reviews and use customer insights to identify coaching opportunities and process improvements.
- Lead team meetings and monthly measurement reviews to communicate expectations, performance results, and business updates.
- Identify development needs to support employee growth and engagement.
- Participate in monthly Side-by-Side meetings to review team performance, recognize achievements, and address opportunities.
- Maintain accurate coaching, performance, and disciplinary documentation.
- Partner with leadership and teams to support operational and customer experience projects.
- You'll report to the Sales & Service Manager.
What You'll Bring
- Previous supervisory, team lead, or management experience in a call center, customer service, or related environment amounting to 3 years.
- Demonstrated coaching and performance management skills.
- Proficiency in Microsoft Teams, Suite, and D365.
#LI-Remote
Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits.
QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at [email protected] for assistance.
If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.
Skills Required
- Three years of supervisory, team lead, or management experience in a call center, customer service, or related environment
- Demonstrated coaching and performance management skills
- Proficiency in Microsoft Teams
- Proficiency in Microsoft Suite
- Proficiency in D365
- Must reside in Ohio, Kentucky, or Indiana
- Ability to work Tuesday through Saturday, 9:00 a.m. to 6:00 p.m., with schedule flexibility for coverage
QVC Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about QVC Group and has not been reviewed or approved by QVC Group.
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Healthcare Strength — Healthcare coverage is positioned as broad, including medical, dental, vision, prescription coverage, and company-paid life insurance and AD&D. Additional wellness supports like confidential counseling and condition-management programs are also part of the offering.
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Flexible Benefits — Flexible work arrangements such as remote work, flextime, and compressed schedules are available in parts of the organization. Spending-account options like HSA and FSA are included within the benefits mix.
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Retirement Support — Retirement support includes access to a 401(k) plan with company matching, and some sources also reference a pension plan. Performance bonuses are also described as available for some employees.
QVC Group Insights
What We Do
Curated Experiences. Infinite Possibilities.® We believe in a Third Way to Shop® – beyond transactional ecommerce or traditional brick-and-mortar stores – for customers who crave engaging shopping experiences. We're a select group of diverse businesses that provide customers with curated collections of unique products, made personal and relevant by the power of storytelling. We combine the best of retail, media, and social to curate experiences, conversations, and communities for millions of highly discerning shoppers. We bring joy, inspiration, and humanity to shopping. We also curate large audiences, across our many platforms, for our thousands of brand vendors. Qurate Retail Group comprises seven leading retail brands – QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill®, and Grandin Road®. We reach approximately 218 million homes worldwide via 14 television networks and reach millions more via multiple streaming services, social pages, mobile apps, websites, print catalogs, and in-store destinations. We're a world leader in video commerce globally, among the top ecommerce retailers in North America (according to Digital Commerce 360), and a leader in mobile commerce and social commerce.
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