Contact Center Supervisor - Charlotte

Your Role

As Contact Center Supervisor, you’ll Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues.

Review company processes to improve them. We aren’t one of those companies that are resistant to change! If something could be done differently to make things easier and better for customers or employees, we wanna know!

Build your team up! You’ll be on the lookout for talents and skills in the employees that report to you. It's your job to build them up and help them best use their skills!

Communicate with other departments for support. Throughout the day, you’ll talk with other teams to make sure all employees have the support they need. Help the team develop through changes. Whenever there’s a change to processes, you’ll make sure your team understands them. You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction!

Monitor E-Support operations in the evenings. Sometimes, our E-Support team needs help with customer questions or escalations, and you’ll be the one to have their back!

Perks of the Job

• Do what you do best! You’ll be given the freedom to lead, coach, and train your team.
• You’ll be heard here. You’ve worked for companies before that say, “But this is how we’ve always done it.” Morris-Jenkins isn’t like that. You have insight from your team that could help us grow as a company. We’d LOVE to hear your ideas when you have them!
• You’ll have room to grow. We have advancement opportunities for this position!
• Paid time off, including 8 paid holidays
• We are hiring for two shifts 3pm-11pm on call until midnight AND 10am-7pm with rotating weekends.
• You'll make $75,000-$80,000

All About You

• You’re the kind of person who takes initiative and brings structure.
• You’re energized by solving problems and seeing things through.
• You’re comfortable talking to people, even when you sometimes have to share constructive criticism.
• You don’t let problems fester and you know how to talk so others WANT to listen.
• You have high standards. You know how to prioritize so the most important things always get done, and get done well!
• You’re open to changes. Morris-Jenkins is always growing and improving. Some people are reluctant to go with changes, even when it could make things a lot better for customers. You believe changes are worth trying out, and you’re adaptive!
• You love accuracy and details, especially in communication!
• You believe when you’re clear about the details, other people can do their best work.

Required Skills And Experience

• At least three (3) years of supervisory/management experience
• Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
• Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
• Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
• Demonstrated organizational and time management skills
• Outstanding customer orientation (friendly, courteous, helpful)
• Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)
• Ability to fluently speak, read, and write in the English language
• High School diploma or GED equivalent

Preferred Skills And Experience

• Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw.
• Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina).