1+ months

B2B PRO CUSTOMER SUPPORT SUPERVISOR

Tulsa, OK 74103
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd width=\u0022173\u0022 valign=\u0022top\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EJob Description:\u003C/strong\u003E\u003C/p\u003E\u003C/td\u003E\u003Ctd valign=\u0022top\u0022\u003E\u003Cp\u003EThis position handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, coaching, training, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all THD Pro end-markets\u003C/p\u003E\u003Cp\u003EMust be flexible with work hours due to service levels and the business needs. Monday- Friday 6am - 8pm All Time Zones, Saturday 6am - 6pm All Time Zones\u0026nbsp;Holidays, and possible changes in day/times based on demand.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EMonitor and score calls; coach all CSR levels\u0026nbsp;\u003C/li\u003E\u003Cli\u003EManage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAssist in organizing and directing daily activities of center operations.\u0026nbsp;\u003C/li\u003E\u003Cli\u003EResolve problems and complaints, monitor CSR and center performance\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAssist in planning, scheduling, staffing, training, performance, and disciplinary reviews\u0026nbsp;\u003C/li\u003E\u003Cli\u003EManage Service Levels \u0026 CSR phone adherence\u0026nbsp;\u003C/li\u003E\u003Cli\u003EComplete Performance Appraisals\u0026nbsp;\u003C/li\u003E\u003Cli\u003ESuccessful delivery of Special Projects\u0026nbsp;\u003C/li\u003E\u003Cli\u003ECommunicate interdepartmentally\u0026nbsp;\u003C/li\u003E\u003Cli\u003EContribute to all aspects of the hiring process\u0026nbsp;\u003C/li\u003E\u003Cli\u003EDay-to-day management of the contact center\u0026nbsp;\u003C/li\u003E\u003Cli\u003EHandle disputes \u0026 escalated issues\u0026nbsp;\u003C/li\u003E\u003Cli\u003EIndependently learn Product and End Markets\u0026nbsp;\u003C/li\u003E\u003Cli\u003EEffectively manage and prioritize work\u0026nbsp;\u003C/li\u003E\u003Cli\u003EContribute to building a positive team environment and keeping morale high\u0026nbsp;\u003C/li\u003E\u003Cli\u003ESupport the Team Leaders in meeting monitoring goals\u0026nbsp;\u003C/li\u003E\u003Cli\u003ETrain policies and procedures (and have the ability to travel as needed)\u0026nbsp;\u003C/li\u003E\u003Cli\u003EReview scorecards\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAccount Maintenance\u0026nbsp;\u003C/li\u003E\u003Cli\u003EPayroll\u0026nbsp;\u003C/li\u003E\u003Cli\u003EBecome certified in 2 systems and all IBI Brands\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAssist in providing special pricing to the sales department\u0026nbsp;\u003C/li\u003E\u003Cli\u003EProvide special handling for orders and credits\u0026nbsp;\u003C/li\u003E\u003Cli\u003EIT Testing\u0026nbsp;\u003C/li\u003E\u003Cli\u003EOther duties as assigned\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E The PRO Customer Supervisor position reports directly to the PRO Customer Manager.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENT:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETRAVEL:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 25% of the time.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd width=\u0022173\u0022 valign=\u0022top\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EEssential Skills:\u003C/strong\u003E\u003C/p\u003E\u003C/td\u003E\u003Ctd valign=\u0022top\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEDUCATION REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E \u003Cstrong\u003EPHYSICAL REQUIREMENTS:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0027s Degree\u003C/li\u003E\u003Cli\u003E3 - 4 years prior supervisory experience in a customer service or contact center environment.\u003C/li\u003E\u003Cli\u003EDemonstrated ability to grasp technical and complex concepts and clearly explain these to subordinates and internal and external customers.\u003C/li\u003E\u003Cli\u003EProficient in MS Office Suite.\u003C/li\u003E\u003Cli\u003EKnowledge of NICE Call Recording and Avaya Contact System\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:\u003C/strong\u003E\u0026nbsp;\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EDesire to train, motivate and inspire staff by example\u0026nbsp;\u003C/li\u003E\u003Cli\u003EHigh School Diploma or equivalent\u0026nbsp;\u003C/li\u003E\u003Cli\u003EStrong computer and typing skills\u0026nbsp;\u003C/li\u003E\u003Cli\u003E24 months at any CCR level and some management experience\u0026nbsp;\u003C/li\u003E\u003Cli\u003EWeb Support training completion\u0026nbsp;\u003C/li\u003E\u003Cli\u003ETrained in Key Accounts\u0026nbsp;\u003C/li\u003E\u003Cli\u003ETrained in all IBI Brands and all systems\u0026nbsp;\u003C/li\u003E\u003Cli\u003EData Entry (5,000 - 6,000 key strokes per hour)\u0026nbsp;\u003C/li\u003E\u003Cli\u003EMicrosoft Office knowledge\u0026nbsp;\u003C/li\u003E\u003Cli\u003EStrong analytical skills\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAbility to multi-task\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/div\u003E
Posted: 2020-08-27 Expires: 2020-11-09
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B2B PRO CUSTOMER SUPPORT SUPERVISOR

Home Depot
Tulsa, OK 74103

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