Customer Support Tactical Team Supervisor

UGI Corporation • Upper Merion Township, PA

6d

About The Position

The Customer Support Tactical Team Supervisor leads Customer Support Tactical Team Specialists and oversees complex escalation management, operational excellence, and alignment between customer support and field operations. The role serves as a bridge between the customer contact center and field operations teams. It involves developing staff, guiding complex case handling, managing team capacity and resources, monitoring performance, building cross-functional relationships, analyzing escalation trends, and reporting on team performance and customer health. The supervisor also serves as an escalation contact for Field Operations and Sales teams in assigned regions.

Requirements

• A BS/BA in Business, Communication, or a related field, or equivalent work experience.
• At least 5 years of experience in contact center operations or customer service roles.
• At least 2 years in a supervisory or management role.
• Demonstrated expertise in call handling techniques and customer service best practices.
• A proven track record of managing high-performing teams in complex, fast-paced environments.
• Excellent communication skills and the ability to influence and collaborate with stakeholders at all organizational levels.
• Strong knowledge of contact center technologies and troubleshooting processes.
• Proficiency in Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
• Excellent listening skills.

Nice To Haves

• Propane industry business knowledge.
• Knowledge of AmeriGas systems such as CRM and SAP.
• Advanced knowledge of AmeriGas policies and procedures.

Responsibilities

• Lead, mentor, and develop a team of Customer Support Tactical Team Specialists.
• Coach and guide specialists on complex case handling, escalation management, and customer communication.
• Manage team capacity planning, workload distribution, and resource allocation.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Build and maintain strategic relationships with Contact Center (CES), Delivery, Service, Field Operations, and other stakeholders.
• Analyze trends in escalated cases to identify opportunities for proactive improvements.
• Generate regular reports and insights for senior leadership on tactical team performance and customer health.
• Act as an escalated point of contact for customer escalations from Field Operations and Sales teams for assigned regions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager