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Contact Center Supervisor in Fort Mill, SC at Compact Power Equipment, Inc., a Home Depot company

Date Posted: 12/18/2018

Job Snapshot

Job Description

THD Rental (Large Equipment Rental and Compact Power Equipment Services), based in Fort Mill, SC, is a team of approximately 800 talented associates based across the U.S., Canada and Puerto Rico. Comprised of highly trained professional technicians, we provide comprehensive management of commercial equipment including installation, repair, preventative maintenance and parts management. Additionally, we offer large towable equipment rental and on-site equipment delivery.

 

Compact Power Equipment Services is comprised of over 300 talented and highly trained professional technicians. We are dedicated to investing in advanced technology and the continued training of Support and Field Service Professional teams with the singular goal of optimizing the efficiency, safety and productive life span of our customers’ mechanical assets. We are an industry leader with a nationwide footprint in 15 regions across the United States, Canada and Puerto Rico.

 

We live our Core Values: Excellent Customer Service, Creating Shareholder Value, Entrepreneurial Spirit, Taking Care of Our People, Respect for All People, Doing the Right Thing, Building Strong Relationships, Giving Back

 

The position of CONTACT CENTER AGENT SUPERVISOR is a critically important position, ensuring a service-oriented and professional call center environment through excellent communication, customer focus and internal leadership. This team member will supervise a team of Contact Center Agents, ensuring customer satisfaction and unparalleled service levels.

 

ESSENTIAL FUNCTIONS:

  • Proven ability to manage processes, lead staff, review timesheets, submit payroll, and maintain daily attendance schedule of Contact Center employees
  • Responsible for managing annual employee reviews and evaluations for the Contact Center Staff
  • Experience in monitoring call queues and quickly adjusting the staffing demand to meet call volume to ensure responsiveness to clients, stakeholders and staff
  • Actively listen to agent calls and leverage for coaching opportunities to ensure exceptional customer service is provided to clients; documented via our system and consistently improved
  • Proven ability to work with the Contact Center Manager to set goals for the team and provide coaching opportunities to ensure achievement in developing employee engagement contests, and other motivating activities to drive performance
  • Responsible for working with the Contact Center Manager to develop, deliver and implement agent training programs for new agents and refresher courses for experienced agents
  • Work with third party overflow call center to improve standard processes and drive performance
  • Handle calls during high volume peak times to support the team in achieving their goals

Job Requirements

KNOWLEDGE / SKILLS / ABILTITES REQUIRED:

 

  • Excellent Written & Verbal Communications
  • Administrative Skills
  • Time Management Skills
  • Organizational Skills
  • Professionalism
  • Professionalism
  • Customer Service Skills
  • Leadership Skills

 

QUALIFICATIONS:

  • Ability to establish, build and maintain effective working relationships with managers, employees, customers and other key company stakeholders
  • Ability to manage competing priorities simultaneously, while meeting deadline demands
  • Excellent written and verbal communication skills
  • Self-starter with the ability to make sound problem solving decisions
  • Must have at least (1) year of supervisory experience
  • Call center environment experience is preferred
  • CRM experience is a plus
  • High School diploma or equivalent required
  • Bachelor’s degree preferred

 

WORKING CONDITIONS / PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit, stand, walk, stoop, kneel, push and pull for limited time periods.  In addition, the employee is also required to use repetitive movements of hands and occasional lifting of up to (25) lbs. 

 

POSITION TYPE / HOUR OF WORK:

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required, as job duties demand.

This position will be based in Fort Mill, SC and any required travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

 

 

We offer a full array of benefits that include health, well-being, and financial. Please visit LIVETHEORANGELIFE.COM for more details.

EEO / AA / M / F / VETS / DISABLED

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