What are the responsibilities and job description for the Contact Center Supervisor position at D.H. Pace Company, Inc.?
DH Pace Company, Inc., in Atlanta, GA is aspiring to hire a Contact Center Supervisor to lead our team of Customer Service Representatives. In this role, you will be responsible for managing daily team performance, ensuring exceptional customer service, and driving a culture of continuous improvement. You will guide, coach, and motivate your team to achieve performance goals while fostering a collaborative work environment. Your leadership will be key in meeting key performance indicators (KPIs) and ensuring customer satisfaction.
Key Responsibilities:
Team Management & Development: Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations. Foster a motivating environment that encourages professional growth and retention of top talent.
Performance Monitoring & Coaching: Utilize performance data and regular observations to provide feedback and coaching to ensure that CSRs are adhering to company standards and delivering outstanding customer service.
Operational Efficiency: Ensure that all team members are meeting operational strategies and performance goals. Communicate client and company expectations clearly and ensure consistency across the team.
Employee Relations & HR: Handle employee onboarding, scheduling, and performance management, including addressing behavioral issues and conducting disciplinary actions as necessary. Ensure all HR processes are followed accurately and promptly.
Escalation Management: Manage and resolve customer escalations and complex issues that the CSR team is unable to resolve, ensuring a positive customer experience and maintaining company standards.
Resource & Schedule Management: Ensure schedule adherence and proper staffing to maintain service levels. Monitor attendance and manage shifts effectively to meet business needs.
Continuous Improvement: Actively identify barriers and inefficiencies within the team and work to remove them, ensuring the team can meet their objectives effectively. Recommend improvements in procedures and workflows to optimize performance.
Compliance & Reporting: Ensure all team activities comply with company policies, procedures, and safety standards. Track performance metrics and provide regular reports to senior management.
Special Projects & Team Support: Participate in the implementation of new processes, platforms, and tools to improve team efficiency and performance. Provide support for special projects as needed.
Additional responsibilities as assigned
Qualifications:
3 years of customer service experience, with at least 1 year in a supervisory or leadership role within a contact center or similar environment.
Strong understanding of the contact center operations and performance metrics.
Proven experience in coaching, mentoring, and developing team members.
Exceptional communication and interpersonal skills, with the ability to handle conflict diplomatically and motivate a diverse team.
Proficiency in customer relationship management (CRM) software and integrated phone systems. Familiarity with IFS or similar platforms is a plus.
A customer-centric approach with the ability to maintain a positive attitude and professional demeanor, even under pressure.
Ability to work in a fast-paced environment with a flexible approach to meeting changing needs.
Why DH Pace?
DH Pace Company is a distribution, construction and service organization offering a complete range of door and door related products and commercial security products. The company is privately owned and has been in operation over 95 years! We have 50 US offices in 24 states with 2023 company-wide sales of $1 billion.
Our benefit offerings include:
- Medical, dental, and vision options: Available on the 1st day of the month following your start date!
- Paid time off plan: 13 days accrued annually during your 1st year; 16 days accrued during your 2nd year!
- Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
- Floating Holidays: Up to 2 floating holidays per year
- Competitive compensation: Including annual performance evaluations!
- 401k retirement plan: Including an employer match!
- Company paid: Life insurance, short-term disability, & long-term disability
- and more!
Successful completion of references, employment verifications, background check, and drug screen required in advance of hire
DH Pace Company, Inc. does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of DH Pace Company, Inc. without a prior written search agreement will be considered unsolicited and the property of DH Pace Company, Inc. Please, no phone calls or emails.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
