The HDES Contact Center Supervisors lead and coach remote teams of 16+ combined Regional Communication Administrators supporting and dispatching HDES field technicians. The supervisors ensure quality customer interaction, build, and retain customer relationships and are committed to the timely delivery of company services. They contribute to the overall success and profitability of the business by ensuring that teams meet and/or exceed department goals and objectives. Aligned with our culture, a key role is that of coaching, guiding, developing, inspiring, and caring for associates. The supervisors lead their team in executing business strategies and objectives and are responsible for recruiting, hiring, training, and managing to achieve department and position goals. The Incumbent should be self-motivated, eager to motivate associates to work as a team while meeting the needs of customers, and effectively communicate verbally and in writing with all internal and external stakeholders.
Key Responsibilities
50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires
15% Drives Results - Maintains statistics for individual direct reports, analyzes
department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries
Direct Manager/Direct Reports
This position typically reports to Contact Center Manager or Manager Operations Process
This position has 6+ Direct Reports
Travel Requirements
10% travel required for trainings and meetings
Physical Requirements
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.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
Working knowledge of Microsoft Office Suite
Working knowledge of Tableau; nice to have but not required
Working knowledge of presentation software (e.g., Microsoft PowerPoint)
1+ year of previous leadership experience
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years Of Work Experience
1
Preferred Years Of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
Competencies
Action Oriented
Collaborates
Drives Engagement
Communicates Effectively
Customer Focus
Drives Results
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Consumer Services
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