Contact Center Supervisor - Charlotte

Morris-Jenkins•Charlotte, NC

13d•$75,000 - $80,000•Onsite

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! 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. You’ll also review company processes to improve them, build your team up by looking for talents and skills, communicate with other departments for support, help the team develop through changes, and monitor E-Support operations in the evenings.

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

Nice To Haves

You’re the kind of person who takes initiative and brings structure. You don’t wait around for someone to tell you what to do, and you believe structure and clarity are the keys to keeping things running right!
You’re energized by solving problems and seeing things through. You’re comfortable talking to people, even when you sometimes have to share constructive criticism. You don’t let problems fester and you know how to talk so others WANT to listen.
You have high standards. You know how to prioritize so the most important things always get done, and get done well!
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!
You love accuracy and details, especially in communication! You believe when you’re clear about the details, other people can do their best work.

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. 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!
Monitor E-Support operations in the evenings. Sometimes, our E-Support team needs help with customer questions or escalations, and you’ll be the one to have their back!