Contact Center Supervisor
Company: Safelite AutoGlass
Location: Rio Rancho
Posted on: January 15, 2022
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
Have you been thinking about a change? Consider this new internal
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.
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
Provides feedback and develops associates through meaningful
conversations and looks to build future leaders in the Contact
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.
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
Internal candidates should have 1-6 months experience as a CSR or
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
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
Let us help you find a fulfilling career path. Because your future
is our future. We're in this together.
Contact the job poster
Connector - Team Builder - Wife - Mom - Leader - People Person
Job Poster Location
Huntersville, North Carolina, United States
Keywords: Safelite AutoGlass, Rio Rancho , Contact Center Supervisor, Other , Rio Rancho, New Mexico
Didn't find what you're looking for? Search again!