successfactors
Supervisor, Customer Service
Nexus Water Group
Altamonte Springs, USA
Junior · 2+ years experience
Onsite
Discovered 1 weeks ago
Communication
Key Skills for This Role
Communication
Full Job Posting
What You'll Do
- Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime. Ensure employees adhere to work schedules.
- Provides monthly and real-time coaching to employees for development and to build job knowledge. Ensures employees receive appropriate training and other resources to perform their jobs. Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis. Identifies and informs management of trends by reviewing, analyzing and summarizing special reports. Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested. Creates and maintains a high-quality work environment so team members are motivated to perform at their best level. Addresses disciplinary and/or performance problems according to Company policy. Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives. Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers. Other duties as assigned.
What You'll Bring
- Knowledge, Skills, and Abilities Extensive customer service experience Conflict resolution skills Ability to mentor, coach and develop staff High degree of analytical skills Strong oral and written communication skills Education & Experience Associates Degree in accounting, business administration or another business-related field is preferred. Requires a minimum of 5 years’ experience in a contact center environment or related area. Familiar with standard concepts, practices and procedures related to customer service. 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable. Work Environment and Conditions Physical Exertion Light to moderate levels of physical activity on an occasional to regular basis. Little to no travel required. Usage of PC and/or laptop, copy machine, telephone, and other general office equipment. Mental / Sensory Exertion May require moderate intervals of mental focus or sensory effort for length of time greater than 4 hours. Occasional mental exertion and time spent interacting or collaborating with internal team members and/or external stakeholders. Expends mental effort into communicating and persuading others. Moderate degree of mental focus solving non-routine problems About Our Company We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer.
Preferred Qualifications
- Knowledge, Skills, and Abilities Extensive customer service experience Conflict resolution skills Ability to mentor, coach and develop staff High degree of analytical skills Strong oral and written communication skills Education & Experience Associates Degree in accounting, business administration or another business-related field is preferred. Requires a minimum of 5 years’ experience in a contact center environment or related area. Familiar with standard concepts, practices and procedures related to customer service. 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable. Work Environment and Conditions Physical Exertion Light to moderate levels of physical activity on an occasional to regular basis. Little to no travel required. Usage of PC and/or laptop, copy machine, telephone, and other general office equipment. Mental / Sensory Exertion May require moderate intervals of mental focus or sensory effort for length of time greater than 4 hours. Occasional mental exertion and time spent interacting or collaborating with internal team members and/or external stakeholders. Expends mental effort into communicating and persuading others. Moderate degree of mental focus solving non-routine problems About Our Company We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer.
About Nexus Water Group
Water Utilities1300 employeesFounded 1925
Operates regulated water and wastewater utility systems across North America.
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