Contact Center Supervisor

Wrench Group•Charlotte, NC

About The Position

You’ve been supervising and coaching people for a few years now, and you love what you do but you’re tired of working for a company that doesn’t listen to you. You’ve got a talent for guiding and inspiring people. You’d be perfect for our Contact Center Supervisor position! Your Role: As Contact Center Supervisor, you’ll: Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues. Review company processes to improve them. We aren’t one of those companies that are resistant to change! If something could be done differently to make things easier and better for customers or employees, we wanna know! Build your team up! You’ll be on the lookout for talents and skills in the employees that report to you. It’s your job to build them up and help them best use their skills! Communicate with other departments for support. Throughout the day, you’ll talk with other teams to make sure all employees have the support they need. Help the team develop through changes. Whenever there’s a change to processes, you’ll make sure your team understands them. You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction! Perks of the Job Do what you do best! You’ll be given the freedom to lead, coach, and train your team. You’ll be heard here. You’ve worked for companies before that say, “But this is how we’ve always done it.” Morris-Jenkins isn’t like that. You have insight from your team that could help us grow as a company. We’d LOVE to hear your ideas when you have them! You’ll have room to grow. We have advancement opportunities for this position! Paid time off, including 8 paid holidays All About You You’re energized by motivating and growing others. You’re comfortable talking to people, even when you sometimes have to share constructive criticism. You know how to talk so others WANT to listen. You’re empathic and compassionate. Coaching and guiding others doesn’t mean you’re a harsh leader. It means you know how to understand the nuances of situations and reach people on a human level. And that’s your strength! You don’t believe in letting problems fester. You’re not one to avoid hard conversations because you know they can lead to a lot of growth! You’re open to changes. Morris-Jenkins is always growing and improving. Some people are reluctant to go with changes, even when it could make things a lot better for customers. You believe changes are worth trying out, and you’re adaptive! Qualifications Morris-Jenkins has been voted Top Workplace USA and Top Workplace Charlotte time and time again! Check out our awards here: Working at Morris-Jenkins Heating, Air, Plumbing, and Electrical | Top Workplaces You’ve got experience and ideas, and we’re listening . 💙💛 The Super-Fun HR Stuff

Requirements

At least three (3) years of supervisory/management experience
Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
Ability to write reports, business and interoffice correspondence professionally
Demonstrated organizational and time management skills
Outstanding customer orientation (friendly, courteous, helpful)
Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
Alignment & commitment to company values (honesty, integrity, fairness, and respect)
Ability to fluently speak, read, and write in the English language
High School diploma or GED equivalent

Responsibilities

Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues.
Review company processes to improve them.
Build your team up!
Communicate with other departments for support.
Help the team develop through changes.
You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction!