Supervisor, Contact Center Operations (Job Coach)

Safelite AutoGlass; United States; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player seeks a dynamic Contact Center Supervisor to lead a team of Customer Service Representatives. This role is pivotal in fostering a positive work environment, enhancing team performance, and ensuring exceptional customer service. You will be responsible for mentoring staff, monitoring call quality, and driving recruitment efforts. The company offers a competitive salary, a robust benefits package, and opportunities for professional growth, making it an ideal place for individuals looking to advance their careers while maintaining a healthy work-life balance. Join a team that values diversity and encourages personal development!

Benefits

401(k) plan with company matching

Medical coverage plans

Paid time off (PTO)

Paid volunteer days

Tuition reimbursement up to $5,250 annually

Paid training

Competitive weekly pay

Bonus opportunities

Qualifications

• 1-2 years of experience leading a team in a call center environment.
• Strong knowledge of Microsoft Office and general office equipment.

Responsibilities

• Provide leadership and mentoring for Customer Service Representatives.
• Monitor calls for quality service and coach team members.
• Drive recruitment and onboarding of new associates.

Skills

Leadership

Customer Service

Coaching

Team Management

Problem Solving

Education

High School Diploma/GED

Associate’s Degree

Bachelor’s Degree

Tools

Microsoft Office Suite

CCC Estimating Software

Job description

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

The Contact Center Supervisor and Job Coach provides front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs) within their assigned Contact Center. From recruiting and interviewing to scheduling, training and leading performance reviews, the Contact Center Supervisor ensures that we deliver the People-Powered, Customer-Driven Safelite experience to their employees, customers and clients.

What You’ll Get

1. Schedule: Monday through Friday, rotating Saturdays
2. Competitive weekly pay and bonus opportunities.
3. A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
4. Up to $5,250 annually in tuition reimbursement.
5. Paid training and all the tools and resources you'll need to be successful.
6. View all our health, wealth and life offerings at www.safelitebenefits.com.

What You’ll Do

1. Create incentives, hold contests and activities to foster a challenging, fun and rewarding work environment while ensuring that team metrics are consistently met.
2. Monitor calls to ensure quality service is being offered to all customers and provide coaching and mentorship on best practices and opportunities for improvement through meaningful conversations with associates.
3. Establish and monitor individual team members' performance against established goals and take appropriate action when necessary.
4. Actively drive the recruitment, interviewing, hiring, and onboarding of new associates to ensure an appropriately staffed and prepared workforce.
5. Assist in answering incoming calls during periods of peak volume and act proactively with client issues and personally work to resolve escalated customer/client concerns as needed.
6. All other duties as assigned.

What You’ll Need

1. Must reside in one of the following states: NC, AZ, TX, OH, or FL
2. High School Diploma/GED/Equivalent required; Associate’s or Bachelor’s degree preferred.
3. 1-2 years leading a team in a call center environment; Knowledge of leadership philosophies and ability to create an environment of openness and trust with a focus on delivering world class customer service.
4. Automotive or insurance industry knowledge preferred.
5. Strong knowledge of Microsoft Office Suite, web applications, and general office equipment required; CCC estimating software knowledge preferred.
6. Able to walk, sit, stand and be mobile on the contact center floor to assist CSRs.

Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Safelite.com/Careers.

Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.