Supervisor - Contact Center

Job Description

Job Description

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

The Contact Center Supervisor's primary focus is the development and growth of the team they are accountable for. This responsibility includes monitoring and executing on customer service, quality, and sales to meet company and client goals. This role is responsible to drive our culture through motivation, leadership, and communication to achieve high employee satisfaction. The supervisor will work directly with customers, clients, and front-line employees for continuous improvement opportunities. Responsible for all direct employee personal matters by teaming up with HR and Legal. This role will have a direct responsibility to execute our customer service strategy through live customer contact.

Located at our office in Naperville, IL our office environment is a key driver of our company culture and employee experience, so a regular in-office schedule (M-F) is required.

Responsibilities include but are not limited to :

• Achieve Quality and Sales Performance results daily, weekly and monthly. Work in collaboration with their Manager and Coaches to drive continuous improvement.
• Demonstrate customer service experience to include supervising employees, decision making and a thorough understanding of call center technologies, including customer database systems and their respective reporting mechanisms.
• Strong organizational, communications, and problem resolution skills.
• Ability to motivate and coach staff members providing product knowledge, sales and support for all customer inquiries.
• Enforce department goals, policies, and performance standards. Create plans to overcome challenging periods to meet department expectations.
• Build relationships with direct reports to create a positive, professional work environment that focuses on providing exceptional customer experience.
• Leads by example and reflects our Values.
• Ensure customer service excellence and quality through employee coaching, weekly monitoring, and departmental tailgates.
• Exceptional time management, leadership, and problem-solving skills.
• Collaboration with Workforce Management in achievement of key SLA’s.
• Support contact center peers in achievement of overall results.
• Manage all aspects of work with a sense of urgency. Deliver timely, quality, clear, concise, and accurate work.

We're Excited if This is You

Experience and Qualifications of the Role

Bonus Points for proven higher-level proficiency in understanding and management of :

Education

Computer Skills Needed to Perform this Job

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $53,000 - $84,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Certificates, Licenses, Registrations

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Time Management - Uses his / her time effectively and efficiently; values time; concentrates his / her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activates.

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Problem Solving - Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process.

Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his / her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Drive For Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

No external recruiter or agency calls / communication will be accepted. Qualified candidates should apply online.

Salary : $53,000 - $84,000