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About the Role
The Contact Center Supervisor leads and supports a high-performing team of customer service representatives during non-business hours, ensuring reliable, efficient, and high-quality customer support. This role involves implementing strategic objectives, analyzing call center metrics, and driving continuous improvement while coaching and developing team members.
Responsibilities
- Implement objectives, analyze call center metrics, and ensure that the company and staff meet goals and provide reliable, efficient support for customers
- Manage a team of Customer Experience Representatives (CERs), providing development coaching, support and performance evaluation
- Develop, coach, support and continually evaluate the teams performance, coaching customer service skills for quality assurance
- Foster and mentor a consistent positive, cooperative, courteous, and professional attitude
- Manage attendance
- Administer disciplinary action, as necessary
- Recognize and reward excellent team performance
- Answer representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Lead team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explain expectations to employees
- Assist other management team members in identifying trends and establishing call center goals
- Ensure staff members are achieving desired service levels and taking corrective action, as needed
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Take on other tasks or projects to support employees, other managers, and call center operations
- Develop standards, processes, procedures, and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
- Perform other related duties as assigned
Requirements
- Bachelor’s degree or 5 years experience in call center management required
- Experience in high-volume contact center environment
- Experience with CRM technology
- Knowledge of customer experience key performance indicators and metrics for success
- Legal Authorization to work in the US is required
- Will not sponsor individuals for employment visas now or in the future for this job opening
Education Level
- Bachelor’s degree
Salary/Compensations
- $59,000 - $74,000 a year
Benefits
- Competitive Compensation
- Flexibility
- Employee Assistance Programs (LYRA)
- Opportunity for training and career growth
About the Company
- Superior Plus Propane is committed to the inclusion and accommodation of all individuals.
Equal Opportunity
- We are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply.
- If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.