[Hiring] Contact Center Supervisor @Superior Plus Propane Talent Acquisition

Role Description

The Contact Center Supervisor is responsible for leading and supporting a high-performing team of customer service representatives during non-business hours. This role ensures the delivery of reliable, efficient, and high-quality support to customers by implementing strategic objectives, analyzing call center metrics, and driving continuous improvement. The Supervisor will coach and develop team members to maintain consistent service standards, foster a positive and professional work environment, and manage performance through regular feedback, attendance oversight, and disciplinary action when necessary.

• Implement objectives, analyze call center metrics, and ensure that the company and staff meet goals and provide reliable, efficient support for customers.
• Manage a team of Customer Experience Representatives (CERs), providing development coaching, support, and performance evaluation.
• Develop, coach, support, and continually evaluate the team's performance, coaching customer service skills for quality assurance.
• Foster and mentor a consistent positive, cooperative, courteous, and professional attitude.
• Manage attendance.
• Administer disciplinary action, as necessary.
• Recognize and reward excellent team performance.
• Answer representatives’ questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives.
• Lead team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explain expectations to employees.
• Assist other management team members in identifying trends and establishing call center goals.
• Ensure staff members are achieving desired service levels and take corrective action, as needed.
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Take on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures, and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree or 5 years experience in call center management required.
• Experience in high-volume contact center environment.
• Experience with CRM technology.
• Knowledge of customer experience key performance indicators and metrics for success.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Requirements

• The expected annual salary range for this role is $59,000 - $74,000 a year.
• Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.

Benefits

• Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
• We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
• Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• You and your family will have access to LYRA, an industry-leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial, and social well-being.
• A continuous focus on professional development with many opportunities for training and career growth.
• We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.