Supervisor Jobs

About The Position

Requirements

• Extensive customer service experience
• Conflict resolution skills
• Ability to mentor, coach and develop staff
• High degree of analytical skills
• Strong oral and written communication skills
• Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
• Requires a minimum of 5 years’ experience in a contact center environment or related area.
• Familiar with standard concepts, practices and procedures related to customer service.
• 2 years of previous supervisory experience.

Nice To Haves

• Utility Industry experience is a plus
• SAP CRM experience is a plus
• Associates Degree in accounting, business administration or another business-related field is preferred.
• Experience in a public utility customer service work is highly desirable.

Responsibilities

• Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime.
• Ensure employees adhere to work schedules.
• Provides monthly and real-time coaching to employees for development and to build job knowledge.
• Ensures employees receive appropriate training and other resources to perform their jobs.
• Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identifies and informs management of trends by reviewing, analyzing and summarizing special reports.
• Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their best level.
• Addresses disciplinary and/or performance problems according to Company policy.
• Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers.

Benefits

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health, dental, prescription and vision benefits
• 401(k) Program with Matching Contribution: 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Professional development opportunities through training, professional certifications, and education allowance.
• Company provided life insurance
• Employee Assistance Program
• Employee Resource Groups (ERG)