Customer Service Supervisor - Tempe, AZ

The anticipated base pay compensation range for this position is $57,200.00 – $95,300.00. This role is eligible for an incentive target of up to 10 % or $ , based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

• Provide guidance, plan, direct, evaluate work flow and assign tasks and goals. Coordinate work activities to achieve the volume expected to meet operational requirements.
• Spend at least 60% of time directly working with team to guide development and performance.
• Provide frequent, direct coaching to team members including daily huddles and weekly 1 on 1 coaching.
• Review performance metrics, diagnoses cause of underperformance and develops an improvement plan.
• Monitor phone calls and scores those calls based on internal quality standards.
• Keep team informed of important events in the center and solicit feedback.
• Participate in the selection, hiring, onboarding of new hires.
• Promote employee engagement through direct interaction and support. Celebrate team and individual success.
• Assist Workforce Management when needed to ensure resources are available when needed.

• High School Diploma/GED or equivalent experience or
• Bachelor's Degree
• 3 years of customer service experience.
• 2 years Supervisory experience
• 2 years call center supervisory experience
• Experience managing team members to achieve personal and team goals
• Experience using Genesys, Success Factors, NICE and other latest technologies.