Operations Supervisor / Contact Center

EMCOR Facilities Services, Inc.; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

EMCOR Facilities Services, Inc. is seeking a Call Center Supervisor to lead a team of customer service representatives responsible for frontline telephone support for ECSC contracted customers, providers, and technicians.

You will monitor performance, coach staff, and collaborate with Account Management to meet customer expectations and service levels. The ideal candidate has prior call center leadership and flexible scheduling experience.

Qualifications

• Bachelor's degree in business or equivalent management experience.
• Direct management experience of 8–10 people within the last five years; call center leadership preferred.
• Proficient in MS Office; advanced Excel skills.
• Must be able to work a flexible schedule including weekends and nights.

Responsibilities

• Provide daily oversight and delegation of CSR tasks including web-based work order dispatch and monitoring.
• Monitor and meet SLA/KPI metrics; coach CSRs to ensure service delivery meets standards.
• Evaluate CSRs and participate in performance reviews and goal setting.
• Oversee payroll submission accuracy and timesheet approvals.

Skills

MS Office

Advanced Excel

Education

Bachelor's degree in business

Tools

Work order system

Job description

About Us

From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.

Job Summary

This position will be responsible for managing the day-to-day activities and performance of a team of call center customer service representatives (CSRs) who provide primary, frontline telephone support for ECSC contracted customers, service providers, and technicians. This includes monitoring CSR performance, coaching CSRs, and supporting Account Management teams, in order to meet or exceed customer performance standards.

Essential Duties & Responsibilities

Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.

Monitor and meet daily and monthly Service Level Agreements (SLA), Key Performance Indicators (KPI), and other call metrics for assigned accounts (customers) and cumulatively across all accounts. Coach CSR’s in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach and develop CSRs using positive encouragement and constructive feedback.

Evaluate CSRs to provide work performance feedback, including monthly scorecards, call monitoring forms and annual performance reviews. Participate in developing individual and group goals.

Model and uphold CSC policies. Partner with management and human resources to administer verbal and written coaching and disciplinary actions to CSR’s as required.

Manage the CSR work schedules to ensure proper shift coverage for call volume and workload.

Act as a point of escalation for clients and internal partners. Ensure escalation of high priority work orders follows customer requirements.

Run and analyze key reporting metrics

Review and approve payroll submission for team members.

Assess and implement continuous improvement initiatives.

Participate in the candidate interview process and hiring decisions.

Qualifications

Education

(HS Diploma, Under/Graduate Degree, etc.)

Bachelors degree in business, or equivalent management experience required

Business Experience

(prior years’ work/related experience)

Previous direct management experience of at least 8-10 people within the last five years. Call center leadership background preferred.

Licenses/Certifications

Language Skills

Technical Qualifications & Skills

Proficient in MS Office; advanced Excel skills required

Must be able to work a flexible schedule to include weekends and nights as necessary.

Effective management and leadership skills, with the ability to identify and address people issues in a “win-win” manner. Demonstrated ability to problem-solve. Display initiative and know when to elevate.

Able to analyze and report on customer data.

Present a professional image to internal and external customers. Able to articulate thoughts clearly and produce high quality written material.

Builds and maintains relationships with both internal and external customers and works with them to meet or exceed their expectations.

Must be detail-oriented and possess a strong, results-oriented work ethic. Ability to act with a sense of urgency. Have the ability to prioritize and manage multiple tasks simultaneously.

Experience in janitorial services, landscaping/snow removal, building repair and maintenance, or the trades, such as HVAC, Floor Care, Electrical, Plumbing, and/or Roofing preferred. Previous experience working with a work order management system a plus.

Strives to establish, improve and meet a standard of excellence. Demonstrates a genuine willingness to learn from feedback and experience, and change behavior as a result. Does what is right to achieve team goals and consistently works towards team success.

Bi-lingual communication skills (Spanish/English) a plus

Must be able to follow all safety policies and procedures.

Equal Opportunity Employer

Equal Opportunity Employer/Veterans/Disabled

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Affirmative Action Policy

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