Operations Supervisor / Contact Center

EMCOR Facilities Services, Inc.•Tempe, AZ

About The Position

This position will be responsible for managing the day-to-day activities and performance of a team of call center customer service representatives (CSRs) who provide primary, frontline telephone support for ECSC contracted customers, service providers, and technicians. This includes monitoring CSR performance, coaching CSRs, and supporting Account Management teams, in order to meet or exceed customer performance standards.

Requirements

Bachelors degree in business, or equivalent management experience required
Previous direct management experience of at least 8-10 people within the last five years.
Call center leadership background preferred.
Proficient in MS Office; advanced Excel skills required
Must be able to work a flexible schedule to include weekends and nights as necessary.
Effective management and leadership skills, with the ability to identify and address people issues in a “win-win” manner.
Demonstrated ability to problem-solve.
Display initiative and know when to escalate.
Able to analyze and report on customer data.
Present a professional image to internal and external customers.
Able to articulate thoughts clearly and produce high quality written material.
Builds and maintains relationships with both internal and external customers and works with them to meet or exceed their expectations.
Must be detail-oriented and possess a strong, results-oriented work ethic.
Ability to act with a sense of urgency.
Have the ability to prioritize and manage multiple tasks simultaneously.
Strives to establish, improve and meet a standard of excellence.
Demonstrates a genuine willingness to learn from feedback and experience, and change behavior as a result.
Does what is right to achieve team goals and consistently works towards team success.
Must be able to follow all safety policies and procedures.

Nice To Haves

Experience in janitorial services, landscaping/snow removal, building repair and maintenance, or the trades, such as HVAC, Floor Care, Electrical, Plumbing, and/or Roofing preferred.
Previous experience working with a work order management system a plus.
Bi-lingual communication skills (Spanish/English) a plus

Responsibilities

Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.
Monitor and meet daily and monthly Service Level Agreements (SLA), Key Performance Indicators (KPI), and other call metrics for assigned accounts (customers) and cumulatively across all accounts. Coach CSR’s in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach and develop CSRs using positive encouragement and constructive feedback.
Evaluate CSRs to provide work performance feedback, including monthly scorecards, call monitoring forms and annual performance reviews. Participate in developing individual and group goals.
Model and uphold CSC policies. Partner with management and human resources to administer verbal and written coaching and disciplinary actions to CSR’s as required.
Manage the CSR work schedules to ensure proper shift coverage for call volume and workload.
Act as a point of escalation for clients and internal partners. Ensure escalation of high priority work orders follows customer requirements.
Run and analyze key reporting metrics
Review and approve payroll submission for team members.
Assess and implement continuous improvement initiatives.
Participate in the candidate interview process and hiring decisions.