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Contact Center Supervisor

Company: Safelite AutoGlass
Location: Rio Rancho
Posted on: January 15, 2022

Job Description:

Description
Going the distance. Together.
Your Safelite journey is important to us -- and it's okay to change course along the way. We want you to feel great about what you do and love to come to work. We value your energy, passion and creative ideas, and see a bright future for you here at Safelite.
Have you been thinking about a change? Consider this new internal opportunity!
The Contact Center Job Coach is an integral part of Safelite's People First Philosophy by ensuring they are motivating and developing associates for exceptional job performance.
Essential Activities:
Communicates with, motivates and appropriately rewards associates to make Safelite - the preferred place to work. This may include creating incentives, holding contests and similar activities to create a challenging and fun work environment.
Monitors associate phone calls to ensure top quality service is being offered to all of our customers and communicates areas of improvement while motivating the associate to work at their peak capacity.
Provides feedback and develops associates through meaningful conversations and looks to build future leaders in the Contact Center.
Meets and maintains personal performance metrics and drives their team's performance metrics. Passes monthly coach audits, have positive team results, or be trending in an upward pattern to either meet or exceed team results.
Constructs performance reviews, performance improvement plans, and other communications as needed.
Enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct. Has the ability to see when escalations of issues are necessary and takes care to maintain confidentiality in the process.
Acts proactively with client issues, keeps contact center leaders informed, and works to deliver the highest quality service to our customers and clients both internally and externally.
Establishes and monitors individual team members' performance against established goals and takes appropriate action when necessary using the nine reasons. Supports the Quality Management System by understanding and proactively upholding guidelines as it pertains to QA.
Assists with associates daily work assignments when service levels are in jeopardy. Casts the Shadow of a Leader when on the phones with proper phone etiquette, quality of communication, and striving to give excellent customer service.
Requirements:
High School Diploma or GED required
Bachelor's Degree highly preferred
Automotive or insurance industry knowledge preferred
CCC estimating software knowledge preferred
Working knowledge of MS Office Suite, web applications, and general office equipment
Internal candidates should have 1-6 months experience as a CSR or TSR
External candidates should have 1-2 years managing a team in a contact center environment
Knowledge of leadership philosophies and ability to create an environment of openness and trust with their teams and co-workers
Able to walk, sit, stand and be mobile on the contact center floor in order to assist representatives in doing their job.
Must have a high level of customer service with both internal and external customers.
Let us help you find a fulfilling career path. Because your future is our future. We're in this together.
Contact the job poster

Cathy Peterson
Connector - Team Builder - Wife - Mom - Leader - People Person
Job Poster Location

Huntersville, North Carolina, United States

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Keywords: Safelite AutoGlass, Rio Rancho , Contact Center Supervisor, Other , Rio Rancho, New Mexico

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