Operations Supervisor / Contact Center

About the role

This position manages the day-to-day activities and performance of a team of call center customer service representatives (CSRs) who provide primary, front-line telephone support for contracted customers, service providers, and technicians. Responsibilities include monitoring CSR performance, coaching, and supporting Account Management teams to meet or exceed customer performance standards.

Responsibilities

• Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up, and other necessary tasks.
• Monitor and meet daily and monthly Service Level Agreements (SLA), Key Performance Indicators (KPI), and other call metrics for assigned accounts and cumulatively across all accounts.
• Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards.
• Continually coach and develop CSRs using positive encouragement and constructive feedback.
• Evaluate CSRs to provide work performance feedback, including monthly scorecards, call monitoring forms, and annual performance reviews.
• Participate in developing individual and group goals.
• Model and uphold company policies.
• Partner with management and human resources to administer verbal and written coaching and disciplinary actions to CSRs as required.
• Manage CSR work schedules to ensure proper shift coverage for call volume and workload.
• Act as a point of escalation for clients and internal partners.
• Ensure escalation of high-priority work orders follows customer requirements.
• Run and analyze key reporting metrics.
• Review and approve payroll submission for team members.
• Assess and implement continuous improvement initiatives.
• Participate in the candidate interview process and hiring decisions.

Requirements

• Bachelor’s Degree in Business or equivalent management experience.
• Previous direct management experience of at least 8-10 people within the last five years.
• Call center leadership background preferred.
• Proficient in MS Office; advanced Excel skills required.
• Must be able to work a flexible schedule to include weekends and nights as necessary.
• Effective management and leadership skills, with the ability to identify and address people issues in a “win-win” manner.
• Demonstrated ability to problem-solve.
• Display initiative and know when to escalate.
• Able to analyze and report on customer data.
• Present a professional image to internal and external customers.
• Able to articulate thoughts clearly and produce high-quality written material.
• Builds and maintains relationships with both internal and external customers and works with them to meet or exceed their expectations.
• Must be detail-oriented and possess a strong, results-oriented work ethic.
• Ability to act with a sense of urgency.
• Have the ability to prioritize and manage multiple tasks simultaneously.
• Experience in janitorial services, landscaping/snow removal, building repair and maintenance, or the trades (e.g., HVAC, Floor Care, Electrical, Plumbing, and/or Roofing) preferred.
• Previous experience working with a work order management system a plus.
• Strives to establish, improve, and meet a standard of excellence.
• Demonstrates a genuine willingness to learn from feedback and experience, and change behavior as a result.
• Does what is right to achieve team goals and consistently works toward team success.
• Bi-lingual communication skills (Spanish/English) a plus.
• Must be able to follow all safety policies and procedures.

Benefits

Competitive salary and benefits package.