Supervisor National Accounts at ThyssenKrupp Elevator Corporation in Atlanta, Georgia

Job Description:

This position assists the NA Operational Manager in enabling the Work Order Coordination team to meet target Key Performance Indicators (KPIs) and ensure delivery of best-in-class customer experiences. The Supervisor - NA Work Order Coordination has responsibility for coordinator selection, development, and performance within the department to assure efficiency and effectiveness in attaining service goals and objectives.

Implement all plans and programs delivered by the NA Operational Manager and/or Director.

• Assist with staff recruitment, selection process, hiring and new-hire training.


• Responsible for scheduling staff, manage time off requests to meet the needs of the business and payroll processing.


• Monitor coordinator schedule adherence and performance.


• Ensure that customer contacts from all media (e.g., voice, email, chat, social media) are routed through the best available internal processing method/tool incl. coordinator assignment


• Manage real-time daily processing of NA Work Order Coordination workload (call, email, and dispatch) to meet Service Level and Response Time targets


• Communicate customer service expectations to Coordinators in collaboration with Quality team, reporting tools, and based on annual company goals


• Identify variances in performance by coordinators and teams within NA Work Order Coordination identifying opportunities for additional training, change management and performance optimization


• Coach and develop assigned coordinators for performance improvement (e.g., team meetings, scorecard reviews, quality feedback, formal and informal sessions, and individual development plans)


• Assist NA Operations Manager in existing coordinator reinforcement training


• Identify customer impacting issues and opportunities for end-to-end customer experience improvement across the TKE organization


• Owns standard operating procedures, training guides, and operational documents to ensure SOP maintenance


• Handle customer escalations as needed

• Bachelor's degree or equivalent work experience managing contact center


• 3+ years' contact center lead or supervisory experience


• 3-5 years' customer contact experience in a contact center environment


• Driven problem solver with strong critical and creative thinking skills


• Excellent customer service skills


• Strong interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner


• Strong staff development experience and skills including the ability to train, coach, counsel and motivate performance


• Excellent writing, verbal, and analytical communications skills


• Experience using Microsoft Excel, Word, PowerPoint, Outlook

• Bachelor's degree or equivalent work experience managing contact center


• 3+ years' contact center lead or supervisory experience


• 3-5 years' customer contact experience in a contact center environment


• Driven problem solver with strong critical and creative thinking skills


• Excellent customer service skills


• Strong interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner


• Strong staff development experience and skills including the ability to train, coach, counsel and motivate performance


• Excellent writing, verbal, and analytical communications skills


• Experience using Microsoft Excel, Word, PowerPoint, Outlook

This position assists the NA Operational Manager in enabling the Work Order Coordination team to meet target Key Performance Indicators (KPIs) and ensure delivery of best-in-class customer experiences. The Supervisor - NA Work Order Coordination has responsibility for coordinator selection, development, and performance within the department to assure efficiency and effectiveness in attaining service goals and objectives.

Implement all plans and programs delivered by the NA Operational Manager and/or Director.

• Assist with staff recruitment, selection process, hiring and new-hire training.


• Responsible for scheduling staff, manage time off requests to meet the needs of the business and payroll processing.


• Monitor coordinator schedule adherence and performance.


• Ensure that customer contacts from all media (e.g., voice, email, chat, social media) are routed through the best available internal processing method/tool incl. coordinator assignment


• Manage real-time daily processing of NA Work Order Coordination workload (call, email, and dispatch) to meet Service Level and Response Time targets


• Communicate customer service expectations to Coordinators in collaboration with Quality team, reporting tools, and based on annual company goals


• Identify variances in performance by coordinators and teams within NA Work Order Coordination identifying opportunities for additional training, change management and performance optimization


• Coach and develop assigned coordinators for performance improvement (e.g., team meetings, scorecard reviews, quality feedback, formal and informal sessions, and individual development plans)


• Assist NA Operations Manager in existing coordinator reinforcement training


• Identify customer impacting issues and opportunities for end-to-end customer experience improvement across the TKE organization


• Owns standard operating procedures, training guides, and operational documents to ensure SOP maintenance


• Handle customer escalations as needed

Apply Now