Operations Supervisor - Second Shift

About the role

This position falls under our North American Fuel division and is located in Brentwood, TN.

Responsibilities

• Leading And Supporting Customer Agents
• Providing leadership and guidance to a team of Support Customer Agents, ensuring they have the resources and training needed to excel in their roles
• Conducting agent coaching’s to review performance metrics, share best practices, and address any challenges
• Serving as an escalation point for complex client issues, providing resolution strategies and support
• Client Relationship Management
• Overseeing the portfolio of Salesforce queues managed by the team, ensuring high levels of client satisfaction and retention
• Collaborating with leadership to develop and implement client service delivery strategies tailored to client needs and contract specifications
• Operational Excellence
• Monitoring and managing the productivity and quality of the Support Customer Agents, ensuring adherence to company standards and client expectations
• Analyzing team performance data to identify trends, areas for improvement, and opportunities for growth
• Developing and refining processes and procedures to enhance the efficiency and effectiveness of the support customer function
• Training And Development
• Providing ongoing coaching and development opportunities for support customer agents to enhance their skills and career progression
• Conducting performance evaluations and creating individualized development plans to support employee growth
• Cross Department Collaboration
• Working closely with other departments, including Sales, Product Development, and Account Management teams, to ensure seamless service delivery and support for clients
• Facilitating communication and coordination between Support Customer agents and other teams to address client needs and resolve issues promptly
• Innovation And Improvement
• Acting as a change agent within the organization, identifying opportunities for process improvements and driving initiatives to enhance the client experience
• Contributing to the development and testing of new processes, products, and services that benefit the client base and improve operational efficiency

Qualifications & Skills

• Minimum 2 years of experience in call center or customer service roles, with at least 1 year in a supervisory or leadership position
• Proven track record in account management or relationship management
• Minimum High School diploma or GED required; Bachelor’s Degree or equivalent work experience preferred
• Proficiency in Microsoft Office Suite
• Knowledge of Salesforce or similar CRM systems is a plus
• Strong leadership and team management skills with the ability to motivate and develop a high-performing team
• Excellent problem-solving and decision-making abilities
• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into 401(k) plan (subject to eligibility requirements)
• Company-wide virtual fitness classes
• Robust PTO offerings including major holidays, vacation, sick, personal, and volunteer time
• Employee discounts with major providers (wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Engaging culture with company-wide contests and prizes