What are the responsibilities and job description for the Supervisor - TFSC FT position at Goodwill Industries of San Antonio?
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Work for GOOD at Goodwill
- Do you want to make a difference in your community while earning a paycheck?
- Would you like to help your community and environment every day that you come to work?
- Looking for a job that provides meaning as well as personal and professional development?
Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.
We are an entrepreneurial non-profit that provides employees the opportunity to innovate, grow and discover new skills, while generating revenue that funds both employee and community programs.
We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees, particularly those who may have experienced barriers to successful employment in the past.
We strive to maximize the value of each employee’s work and each donor’s donation to benefit our community and environment. Without Goodwill in our community, millions of pounds of perfectly usable items would be harming the environment in landfills. Instead, Goodwill employees are fueling a robust economy by recirculating used goods.
Our Good Careers Academy and Good Careers Centers Help Change Lives through the Power of Work as well by delivering education and meaningful job placement.
Explore careers with Goodwill in retail, production, warehouse, logistics, contact center customer service, career services, technology, document imaging, grounds maintenance, janitorial and facilities maintenance. Goodwill regularly partners with local, state and federal government agencies to provide additional diverse career opportunities.
We prefer to promote from within. Your growth and advancement is our priority.
Achieve your potential at Goodwill and beyond through our personal and professional skills development programs, supportive health and well-being benefits, competitive base and bonus pay, savings plans, personal financial education, store purchase discounts, paid time off, leadership development, tuition reimbursement and more.
Change Lives. Make a Difference.
Discover Purpose. Apply today at WorkforGoodSA.org.
POSITION SUMMARY
This position supervises and coordinates activities of Team Members providing contact/service center support services, via phone, email and webchat, to inquiries from a wide spectrum of Air Force Personnel and Human Resources functions. Ensures all teams and Team Members perform quickly, efficiently and accurately in response to inquiries, determining best resolution method for each contact. Works in a high volume production/quality-based environment using a wide range of personnel and finance knowledge.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Schedules and modifies staffing appropriately and timely as necessary based on historical data regarding volume of inquiries, current Air Force programs and other anticipated events.
- Monitors productivity of teams and Team Members and retrains as necessary.
- Reviews call, email, and webchat data to monitor the customer experience and subordinate statistics.
- Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of contractual obligations and performance targets.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity with Air Force policies.
- Answers questions, recommends and implements corrective procedures to address and proactively reduce customer complaints.
- Provides communication and follow up to ensure Team Members are fully informed of all new information related to products, procedures, customer needs and Agency related issues, changes or actions.
- Accesses computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency of Team Members.
- Problem solves and maintains harmony among Team Members.
- Prepares composite reports from individual reports from Team Members.
- Meets other duties and expectations as assigned.
REQUIREMENTS
- Must be a U.S. citizen and eligible to obtain a US government security clearance.
- Minimum 3 years’ experience supervising production teams in customer service environment
- Proven experience providing service in Air Force personnel programs strongly preferred.
- Associates Degree in Business Management or related field required; Bachelor’s Degree strongly preferred or equivalent combination of education, experience and/or military training may be substituted for education requirement.
- Finance background (military pay) strongly preferred.
- Must be able to meet the physical requirements of the position.
- For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.
Equal Opportunity Employer/Veterans/Disabled
Salary : $50,794
