Contact Center Supervisor

Morris-Jenkins; Charlotte (NC); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Paid time off, including 8 paid holidays

Opportunities for advancement

Ability to lead and influence company change

Job summary

A leading service provider in Charlotte, North Carolina, seeks an experienced Contact Center Supervisor. In this role, you will supervise and coach your team, review employee performance, and implement process improvements. The ideal candidate will have at least three years of supervisory experience, demonstrate strong leadership abilities, and possess excellent communication skills. This position offers a salary between $75,000 and $80,000, along with opportunities for growth and development within the company.

Qualifications

• At least three years of supervisory/management experience.
• Ability to write reports and professional correspondence.
• Proven leadership success in developing and motivating a team.

Responsibilities

• Review employee performance, set goals, and provide feedback.
• Communicate with other departments for employee support.
• Help the team adapt to changes in processes.

Skills

Leadership

Communication

Customer Orientation

Organizational Skills

Problem Solving

Education

High School diploma or GED equivalent

Tools

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Windows-based PC environment

Job description

You’ve been supervising and coaching people for a few years now, and you love what you do but you’re tired of working for a company that doesn’t listen to you. You’ve got a talent for guiding and inspiring people. You’d be perfect for our Contact Center Supervisor position!

Your Role

As Contact Center Supervisor, you’ll

• Review the performance of the employees that report to you. This includes setting goals, having conversations about their performance, providing positive reinforcement, and quickly addressing any issues.
• Review company processes to improve them. We aren’t one of those companies that are resistant to change! If something could be done differently to make things easier and better for customers or employees, we wanna know!
• Build your team up! You’ll be on the lookout for talents and skills in the employees that report to you. It’s your job to build them up and help them best use their skills!
• Communicate with other departments for support. Throughout the day, you’ll talk with other teams to make sure all employees have the support they need.
• Help the team develop through changes. Whenever there’s a change to processes, you’ll make sure your team understands them. You’ll keep track of results and pass along any important information to management to keep us all moving in the right direction!

Perks of the Job

• Do what you do best! You’ll be given the freedom to lead, coach, and train your team.
• You’ll be heard here. You’ve worked for companies before that say, “But this is how we’ve always done it.” Morris-Jenkins isn’t like that. You have insight from your team that could help us grow as a company. We’d LOVE to hear your ideas when you have them!
• You’ll have room to grow. We have advancement opportunities for this position!
• Paid time off, including 8 paid holidays
• You’ll make $75,000-$80,000

All About You

• You’re energized by motivating and growing others. You’re comfortable talking to people, even when you sometimes have to share constructive criticism. You know how to talk so others WANT to listen.
• You’re empathic and compassionate. Coaching and guiding others doesn’t mean you’re a harsh leader. It means you know how to understand the nuances of situations and reach people on a human level. And that’s your strength!
• You don’t believe in letting problems fester. You’re not one to avoid hard conversations because you know they can lead to a lot of growth!
• You’re open to changes. Morris-Jenkins is always growing and improving. Some people are reluctant to go with changes, even when it could make things a lot better for customers. You believe changes are worth trying out, and you’re adaptive!

You’ve got experience and ideas, and we’re listening 💙💛

Required Skills And Experience

• At least three (3) years of supervisory/management experience
• Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
• Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
• Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
• Ability to write reports, business and interoffice correspondence professionally
• Demonstrated organizational and time management skills
• Outstanding customer orientation (friendly, courteous, helpful)
• Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)
• Ability to fluently speak, read, and write in the English language
• High School diploma or GED equivalent

Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston county, Cabarrus county, Rowan county, Union county, Iredell county, and York county (South Carolina).

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office. #MJLI