National Contact Center Supervisor at Loomis Armored US, LLC in Houston, Texas

Job Description:

National Contact Center Supervisor

Job Overview: This position is responsible for supervising; training; coaching and staffing customer service employees to ensure that the Contact Center operates efficiently and effectively.

Accountabilities:

• Supervises a team of Strategic Account Associates and Team Leads, including performance management; hiring and retention.
  
  
• Trains, coaches, and mentors employees on how to deliver the best customer service.
  
  
• Prepares and assists in the development of schedules to control adequate staffing levels.
  
  
• Calculates contact center performance, as well as analyzes KPI reports.
  
  
• Effectively organizes and directs the daily activities.
  
  
• Monitors the phone queues and email volume.
  
  
• Motivates and encourages employees through strong leadership, positive communication and feedback.
  
  
• Collaborates with management in the development and implementation of any training for new hires and coaching existing employees.
  
  
• Maintains accurate monthly performance evaluations of employees by reviewing message history, call history, and tickets generated.
  
  
• Creates, enforces and updates all department policies and procedures.
  
  
• Reviews and approves employee's timesheets in DayForce.
  
  
• Will train external customers and branches on company's ticketing system.
  
  
• Will be Loomis' Customer Service expert during for customer needs and escalations.
  
  
• Other duties as assigned.
  
  

Required Qualifications

• Associate's degree in Business or like field, preferred.
  
  
• Must have a minimum of two (2) years Supervisory experience.
  
  
• Medium to Advanced experience with Microsoft Office and overall strong PC skill is required.
  
  
• Ability to work flexible schedules (i.e. evenings, weekends, Holidays) is required.
  
  
• Must have excellent:
  
  
  
  • Attention to detail.
    
    
  • Verbal and written communication skills.
    
    
  • Organizational skills.
    
    
  • Problem Solving.
    
    
  • Customer/Client Focus.
    
    
  • Time Management.
    
    
  
  
• Must be present and "on-the-floor" at all times.
  
  
• Ability to assist with call volume; by resolving problems and complaints, is essential.
  
  
• Demonstrated the ability to interact with customers in a fast paced environment.
  
  
• Must have the ability to:
  
  
  
  • Take initiative while multi-tasking.
    
    
  • Work well in a team environment with minimal supervision.
    
    
  
  
• Basic understanding of contact center technology, preferred.
  
  
• Bilingual - Spanish, is a plus.