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Contact Center Supervisor
Job#: 267989
Positions: 1
Posted: 08/28/2014
Job Type: Full-Time (FT)
Location: Rexburg, ID
Department: Call Center-Brides
Category: Call Center-Carlson Craft
Salary: Commensurate With Experience
Benefits: Full Benefits
Contact: Mike Tsantis
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Job Description

Position Summary:

The Customer Service Supervisor initiates and communicates a variety of personnel actions (e.g. employment, termination, performance and salary reviews, disciplinary actions, scheduling and/or approving overtime). Works closely with product manager, systems manager and other internal departments to ensure operational efficiency and a synchronized customer experience.

Qualifications Required:

  • 4-yr Bachelor’s degree with minimum 3-5 years related experience and/or training; or equivalent combination of education and experience.

Essential Functions and Responsibilities:

  • Supervises and coordinates the activities to best serve our unique customers;
  • Supervises and ensures all team members have the resources and knowledge and training to serve customers effectively;
  • Good understanding of and ability to relate to our customers, including ability to service customers at a high level;
  • Serves as liaison with manufacturing, design, quality assurance, and shipping personnel on production orders;
  • Hires, trains, assigns, and monitors the progress of team members;
  • Seeks opportunities to appropriately recognize and reward team members for excellent performance, whether through verbal communication or occasional spot incentives;
  • Makes adjustments/changes in staffing based on day of week, sales promotions, other anticipated events or call history data;
  • Listens to calls and reviews call quality in order to coach and develop employees’ skills when speaking with customers;
  • Answers questions and makes recommendations to address/resolve customer complaints;
  • Under direction of Customer Service Manager, determines and recommends work procedures, coordinates work schedules, and expedites workflow;
  • Periodically evaluates and standardizes procedures to improve team member efficiency;
  • Experienced and advanced ability with high impact coaching;
  • Ability to give clear instruction and assign duties to team members, and hold them accountable;
  • Understands contact center metrics and demonstrates ability to implement measurements;
  • Proactively reach out, follow-up, and seek opportunities to develop, encourage employees within assigned area;
  • Provides regular feedback to employees, including meaningful bi-annual performance evaluations;
  • Develops team members in both organizational and individual development objectives;
  • Manages employee performance and holds people accountable for their respective roles and responsibilities;
  • Interprets and ensures consistent application of organizational policies and procedures;
  • Encourages innovation and pursuit for a better way;
  • Strives daily to focus on employee engagement and make appropriate adjustments/changes to ensure for employee morale; and
  • Observe safety and security procedures and use equipment and materials properly.

Nonessential Skills and Experience:

  • Performs other incidental and related duties as required and assigned.
  • Processes orders for company products and services and expedites and coordinates flow of work within or between internal departments.

 

Skills/Requirements

Success Factors/Job Competencies:

  • Language/Communication—Excellent written and oral communication skills Ability to comprehend and follow detailed instructions;
  • Interpersonal: Can remain pleasant under extreme pressure and during difficult circumstances. Ability to be cheerful, trustworthy, loyal to those who are absent;
  • Intermediate to Advanced-level computer knowledge and software proficiency in MS Office and Excel;
  • Self-driven and motivated;
  • Strong analytical skills with excellent attention to detail;
  • Well organized and able to manage and prioritize multiple projects simultaneously;
  • Ability to compute ratios, percentages, create and interpret bar graphs;
  • Demonstrate respect for the potential and significance of every individual on the team;
  • Demonstrate passion for customers and our work;
  • Believe that there is Always a Better Way (ABW); and
  • Embrace personal, as well as shared responsibility and accountability.

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if requested.

 

  • Physical demands: While performing the duties of this job, the employee may walk, stand, bend or stoop, use hands to adjust, handle, or feel objects, tools, or controls: reach with hands and arms; balance, stoop; talk or hear. Employee must frequently lift and/or move up to 10 pounds.

 

  • Work Environment: While performing the duties of this job, the employee is exposed to office environment, indoors. Moderate to fast-paced. Office noise level is minimal; may enter production areas where noise levels vary from minimal to moderate.

 

Performance standards:

  • Performance: Maintains exactness with great attention to detail, and ability to work with others. Customer Service oriented
  • Mid-year and annual performance appraisals for position level
  • Attainment of annual goals established between supervisor and incumbent

 


Benefits:

Includes competitive benefits, including health, dental, vision; 401k Pension and Retirement Plan, Paid Time Off (PTO, and Holiday Pay; Basic Life Insurance; opportunity to elect for Supplemental Life Insurance.

Work Schedule: 

Salaried.  7am-5pm, Mon-Fri, with occasional work on Saturdays.


Special Instructions/Miscellaneouse Info:

Please attach cover letter and resume.  Candidate selected must successfully pass pre-employment drug screen. 

If you have a disability and require assistance completing the online application, please contact the Artco Human Resources Department at 208-359-1000, and say 'Operator.'

Artco, Inc. is an Equal Opportunity Employer and Drug Free Workplace, and encourages women and minorities to apply.

 

 

 

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