Position Purpose :

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
• 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 :

Preferred Years of Work Experience :

No additional years of experience

Minimum Leadership Experience :

None

Preferred Leadership Experience :

• None
Certifications :
• None
• None

Competencies :

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results

Last updated : 2024-05-25