Service Supervisor

Westlake • Houston, TX

119d

About The Position

The Supervisor-Customer Service performs all functions required of a Supervisor-Customer Service as well as direct the vision and strategies for both inbound and outbound team functions spanning customer care, technical support, and customer loyalty campaigns.

Requirements

• Analytical skills and the ability to action decisions through data
• Excellent communicator who can unite multiple audiences to achieve objectives
• Solid ability to coach, monitor, and assist individuals in achieving their very best performance
• Proficient in MS Office and other technologies applicable to the position
• Strong ability to delegate tasks, craft strategies, and balance multiple stakeholders and objectives
• Flexibility regarding work hours and travel
• Excellent spelling, grammar and verbal skills
• Valid driver's license and passport
• Bachelor's degree or equivalent work experience
• 3 - 5 years' experience in functional role

Responsibilities

• Comply with company Safety Policies and Procedures
• Support and lead team by providing praise and motivation as well as disciplinary action
• Monitor and uphold company policies including but not limited to breaks, dress code, internet, performance management, and tardy policy
• Maintain confidential employee records, attendance records and team schedules
• Conduct monthly Balanced Scorecard reviews and monitoring of productivity, call quality, behavioral competencies, time management, and accuracy
• Support and lead ongoing process improvements
• Conduct regular team meetings
• Participate in all department and company meetings as required
• Conduct interviews and contribute to selection process
• Communicate with multiple stakeholders within the organization in order to foster effective campaign strategies and excellent customer care
• Organize, execute, and report on Customer Loyalty campaigns such as promos, lead lists, web portal awareness, and other collaborative endeavors with the Sales team
• Manage the workload and direction of the Technical Services department
• Make recommendations for staffing levels and Workforce Management (WFM) needs in order to meet service level objectives

What This Job Offers

• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree