Contact Center Supervisor

Sub-Zero Group•Goodyear, AZ

3d•Onsite

About The Position

Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company based in Wisconsin. This position is in the company’s manufacturing facilities in Goodyear Arizona. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability. Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future. This position will be responsible for the direct supervision of a team of 10-15 Customer Care Representatives in the contact center. This position is responsible for team coaching initiatives, performance management, call monitoring and training. This position will handles escalated negotiations and dispute resolution.

Responsibilities

Meeting monthly KPI's (Key Performance Indicators) performance goals for customer satisfaction.
Performance Management for direct reports to facilitate personal and professional growth; provide regular coaching sessions and ongoing training; assist in disciplinary action as needed.
Conduct formal performance reviews, including annual goal setting, mid-year performance reviews and final year-end performance reviews.
Assisting in the administration of team attendance records, vacation schedules and staffing schedules.
Be available to staff for questions, elevated complaints, and overall direction to ensure positive customer experience.
Handle incoming calls from customers and field partners.
Answer questions and solve problems efficiently and effectively.
Document summary of interactions in CRM database.
Assist in departmental project initiatives to implement new technology, processes and procedures.
Communicate and champion changes with employees.
Participate in hiring interviews and new CCR agent selection.