ServiceMaster, Supervisor Call Center, Application Deadline, BTT Gateway Job ID 9085
Thu, October 9, 2014
Company Name is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Vets/Disability
Position Overview
* Responsible for supervising and coaching a team of associates to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, controlling cost and supporting customer and associate retention. This position implements policies and procedures and monitors daily staffing and scheduling.
Responsibilities
1. Supervises, coaches, monitors, advises and provides feedback to associates to achieve individual, department goals and metrics.
2. Engages customers directly as needed to resolve escalated service issues or facilitate customer retention
3. Maintains staffing, scheduling and distribution of assignments/projects to meet department needs.
4. Ensures accurate associate data files, including payroll, personnel and performance.
5. Implements policies and procedures and recommends new approaches to drive continuous improvements.
* Bachelor’s degree and 2+ years of service operations experience, or an equivalent * Experience in more than one call center function preferred
Knowledge, Skills, and Abilities
Lead and direct the work of others
* Excellent one-on-one interpersonal skills and leadership skills
* Decision making skills
* Conflict resolution and negotiation skills
* Excellent oral and written communication skills
* Analytical skills
* Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Vets/Disability
Position Overview
* Responsible for supervising and coaching a team of associates to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, controlling cost and supporting customer and associate retention. This position implements policies and procedures and monitors daily staffing and scheduling.
Responsibilities
1. Supervises, coaches, monitors, advises and provides feedback to associates to achieve individual, department goals and metrics.
2. Engages customers directly as needed to resolve escalated service issues or facilitate customer retention
3. Maintains staffing, scheduling and distribution of assignments/projects to meet department needs.
4. Ensures accurate associate data files, including payroll, personnel and performance.
5. Implements policies and procedures and recommends new approaches to drive continuous improvements.
* Bachelor’s degree and 2+ years of service operations experience, or an equivalent * Experience in more than one call center function preferred
Knowledge, Skills, and Abilities
Lead and direct the work of others
* Excellent one-on-one interpersonal skills and leadership skills
* Decision making skills
* Conflict resolution and negotiation skills
* Excellent oral and written communication skills
* Analytical skills
* Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
BTT Gateway Job ID 9085
