We are looking for a skilled Call Center Supervisor to manage daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. As the supervisor you must be an organized, reliable and results-driven professional; have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. The goal is to do everything possible to attain goals and achieve great results for our company.JOB DESCRIPTION:Role and ResponsibilitiesWork with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customersDevelop, coach, support and evaluate the team:Provide feedback and coaching timelyEvaluate and coach back customer service skills to assure consistent qualityFoster/mentor a consistent positive, cooperative, courteous, and professional attitudeManage attendanceAdminister disciplinary action as necessaryRecognize and reward excellent team performanceAnswering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employeesAssisting other management team members in identifying trends and establishing call center goalsEnsuring staff members are achieving desired service levels and taking corrective action, as needed · Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfactionTaking on other tasks or projects to support employees, other managers, and call center operations.Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customerMinimum of 50 hours a week, rotating Saturdays, some on call Sundays Availability between 8am-7pmSome travel will be requiredCandidate will need to live in the NNE region- NH or ME and be close to one of our local offices.Qualifications, Criteria, Certifications, Endorsements and Educational Requirements· Bachelor’s and/or 5 years’ experience in call center management required· Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills · Knowledge of management principles and familiarity with company products, services, and policies · Strong coaching and leadership skills, ability to motivate employees · Decisiveness and attention to detail · Proficiency with necessary technology, including computers, software applications, phone systems, etc. · Polite, professional phone voiceSuperior Plus Propane has a vision to be the Premier Propane distribution company within the United States. To that end, we pride ourselves on delivering excellent customer service to ALL of our customers both internal and external. We have a collaborative work style and we make decisions based on analytics and best practices. Superior encourages work/life balance as seen in our above industry standard PTO program as well as the flexible work schedules we offer.Benefits:Our benefit package is designed with the employee in mind and includes: excellent health coverage, generous paid time off, flexible scheduling and much more!•Medical, dental, vision insurance - Single plan is free•Retirement planning and profit sharing•Employer paid short/long term disability•Employer funded HSA account•Employer Sponsored - Employee Assistance Program•Tuition Reimbursement - Access to in-house learning portal