Contact Center Supervisor

Our vision at Petco is Healthier Pets. Happier People. Better World. We're making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.

 

From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization.

Position Purpose:

Position involves working within a team environment to facilitate the order and returns process of customer orders within the realm of company guidelines.

Essential Job Functions:

The incumbent must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation. 

• Oversees staff to assure assigned task are carried out according to company guidelines. This is accomplished by:
  • Schedules job assignments;
  • Monitors workers to answer questions and facilitate accuracy and productivity;
• Communicates between department supervisory staff to monitor work flow;
• Conducts performance evaluations
• Communicates disciplinary records and actions
• Monitoring of workers accuracy and Customer Resolution
• Assures staff is working in an efficient manner
• Oversees agent's commitment to a One Call Resolution
• Maintains harmony amongst workers and resolves conflicts and or grievances
• Cross train and develop staff members
• Conducts monthly staff meetings
• Communicates with management and support staff of issues and concerns.

Supervisory Responsibility:

This position requires the training; coaching, monitoring and mentoring of newly hired or transferred workers.  On average each supervisor will have 20 partners that directly report to them.  Although this position requires you to handle your direct reports evaluations, coaching, etc., you will also need to address partner concerns that come up no matter who they report too.

Work Environment:

Capable of lift and carry up to 25lbs;

Capable of talking, hearing, basic computer skills, ten key-pad, standing and walking for the majority of your day

Work environment is in an air-conditioned Call Center with cubicles

QualificationsEducation/Experience

Basic computer knowledge, ability to add, subtract and divide three digit numbers, ability to read and write basic messages and verbally communicate to fellow workers and supervisors are required.   Prior supervisory experience desired.