Contact Center Supervisor - Full-time / Part-time

Req ID: 118984

Contact Center Supervisor leads a team of Customer Service Representatives who are responsible for handling customer service requests including answering customer billing and service inquiries, provisioning and maintenance, complaints, and adjustments. Ensures professional and courteous representatives provide a customer experience that reflects the company's reputation for outstanding customer service; may include presales and post sales service to customers.  Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management and disciplinary practices; and responsible for achieving revenue and customer service objectives. Will monitor and evaluate quality of Representatives customer calls. Oversees work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements. May participate in call center initiatives such as recognition, employee engagement, and diversity. Direct the flow of the operation and determine how to fix problems as they arise. Responsible for training, evaluating and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates. It is a fast-paced, high level service environment where business is conducted 24/7 with integrity in a positive, respectful, and timely manner.

MAJOR RESPONSIBILITIES:

• Handles all case escalations.
• Makes decisions about each outcome and authorizes agent's actions on such cases.
• Creatively solves escalated customer issues and provides resolutions to the customer’s satisfaction.
• Makes the decision to escalate issues as needed to the appropriate individuals or departments after carefully examining the issue. 
• Responsible for creating and maintaining detailed documentation regarding follow up on customer incidents and resolutions in case records, emails, etc.
• Assists customers, stores, tire care and restaurant personnel by answering questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, mobile app communications, comment cards, U.S. mail, etc. as the demand requires
• Maintains MLR loyalty program by assisting agents, customers and store personnel with MLR program inquiries and issues and provides MLR status levels and performs account maintenance and investigates all issues as necessary
• Performs project functions for the team such as scheduling, reporting, etc.
• Performs all team Call Audits and provides necessary training
• Involvement in planning and executing bi-weekly team meetings/training
• Assist in the formulation of targets for individuals and teams
• Hire and onboard new employees
• Measure performance with key metrics
• Ensure adherence to policies for attendance, established procedures, etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
• Experience:
  • 2-3 Years Call Center Experience
  • At least 1 year of Supervisory Experience

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Proficient in all Microsoft Office products
  • Fully knowledgeable in Customer Service Software
  • Customer Focus
  • Time Management
  • Drives Results
  • Written Communication
  • Dealing with Ambiguity
  • Problem Solving
  • Decision Quality
  • Learning on the Fly
• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
• Manual dexterity sufficient to operate a computer keyboard and calculator
• Requires normal range of hearing and vision

Job Function(s): [[mfield1]]

Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger 'Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more.