After-Hours Emergency Response Team Lead

Superior Plus Propane Talent Acquisition; New York (NY); Vor Ort; USD 59.000 - 74.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Work-life flexibility

State-of-the-art tools

Comprehensive benefits

Zusammenfassung

Superior Plus Propane in New York is seeking an Emergency Contact Team Supervisor to lead a high-performing After Hours Customer Experience team. You will guide representatives, manage staffing, and ensure safe, reliable service for residential and commercial customers during emergencies and after hours.

The role requires experience in a fast-paced contact center, strong leadership, and excellent decision-making under pressure.

Qualifikationen

• Bachelor’s degree or equivalent combination of education and experience.
• 3–5 years in customer service, contact center, operations, dispatch, utility, energy, or propane.
• Minimum of two years in leadership, supervisory, coaching, or team management roles.
• Experience using CRM systems, telephony platforms, and reporting tools.
• Ability to stay calm and make effective decisions during emergencies.

Aufgaben

• Lead, coach, develop, and evaluate a team of After Hours Customer Experience Representatives.
• Establish performance expectations and accountability aligned with objectives.
• Monitor performance through quality reviews, call evaluations, coaching, and metrics.
• Manage attendance, scheduling, and workforce coverage for after-hours operations.
• Administer corrective action and performance improvement plans per policy.
• Serve as primary escalation point for complex issues, safety concerns, and incidents.
• Provide real-time guidance during difficult interactions and emergency calls.
• Coordinate with Logistics, Dispatch, and Field Operations on emergency response.

Kenntnisse

Leadership & people mgmt

Customer service excellence

CRM systems

Telephony platforms

MS Office

Data analysis

Ausbildung

Bachelor's degree or equivalent

Tools

CRM Systems

Telephony Platforms

Reporting Tools

Microsoft Office

Jobbeschreibung

Superior Plus Propane in New York is seeking an Emergency Contact Team Supervisor to lead a high-performing After Hours Customer Experience team. You will guide representatives, manage staffing, and ensure safe, reliable service for residential and commercial customers during emergencies and after hours.

The role requires experience in a fast-paced contact center, strong leadership, and excellent decision-making under pressure.