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National Contact Center Supervisor

Houston, TX, USA Req #827
Friday, November 19, 2021

National Contact Center Supervisor

Job Overview:  This position is responsible for supervising; training; coaching and staffing customer service employees to ensure that the Contact Center operates efficiently and effectively.

 

Accountabilities:

  • Supervises a team of Strategic Account Associates and Team Leads, including performance management; hiring and retention.

  • Trains, coaches, and mentors employees on how to deliver the best customer service.

  • Prepares and assists in the development of schedules to control adequate staffing levels.

  • Calculates contact center performance, as well as analyzes KPI reports.

  • Effectively organizes and directs the daily activities.

  • Monitors the phone queues and email volume.

  • Motivates and encourages employees through strong leadership, positive communication and feedback.

  • Collaborates with management in the development and implementation of any training for new hires and coaching existing employees.

  • Maintains accurate monthly performance evaluations of employees by reviewing message history, call history, and tickets generated.

  • Creates, enforces and updates all department policies and procedures.

  • Reviews and approves employee’s timesheets in DayForce.

  • Will train external customers and branches on company’s ticketing system.

  • Will be Loomis’ Customer Service expert during for customer needs and escalations.

  • Other duties as assigned.

 

Required Qualifications

  • Associate’s degree in Business or like field, preferred.

  • Must have a minimum of two (2) years Supervisory experience.

  • Medium to Advanced experience with Microsoft Office and overall strong PC skill is required.

  • Ability to work flexible schedules (i.e. evenings, weekends, Holidays) is required.

  • Must have excellent:

    • Attention to detail.

    • Verbal and written communication skills.

    • Organizational skills.

    • Problem Solving.

    • Customer/Client Focus.

    • Time Management.

  • Must be present and “on-the-floor” at all times.

  • Ability to assist with call volume; by resolving problems and complaints, is essential.

  • Demonstrated the ability to interact with customers in a fast paced environment.

  • Must have the ability to:

    • Take initiative while multi-tasking.

    • Work well in a team environment with minimal supervision.

  • Basic understanding of contact center technology, preferred.

  • Bilingual – Spanish, is a plus.

Other details

  • Job Family Exempt
  • Pay Type Salary
  • Required Education Associate Degree
Location on Google Maps
  • Houston, TX, USA