What are the responsibilities and job description for the Central Support Call Center Supervisor position at Norco, Inc?
Company Description
Founded in 1948, Norco is headquartered in Boise, Idaho and has more than 70 branches in Idaho, Montana, Oregon, Nevada, Washington, Utah and Wyoming. As a family and employee owned company we operate the nation's largest independent gas manufacturer/distributor of welding, safety, medical equipment and supplies. Norco is proud to be among the thousands of privately-owned businesses nationwide that offer their employees a meaningful stake in the business through employee stock ownership (ESOP).
At Norco we share a common mission: "Serving You Better." Treating customers, suppliers and each other with respect and dignity is our top priority. We work hard every day to serve others and create rich lives for our employees, their families, and the communities where we work and live.
Job Description
Norco is currently seeking an individual to fill our Central Support Call Center Supervisor position. The Call Center Supervisor is part of the central support team and is responsible for supervising the inbound phone team. This position will develop, implement, and assess day to day operation of the team in order to meet and exceed all aspects of customer needs according to policies and procedures. Other responsibilities include, but are not limited to:
- Motivates employees to reach department goals and objectives
- Understands, develops, implements, and enforces Call Center KPIs
- Responsible for verifying adequate staffing is assigned each business day
- Maintains excellent working knowledge of company policies and procedures
- Monitor, coach, and provide employee feedback to meet performance requirements, including quality, productivity, attendance, compliance, and related disciplinary issues
- Communicates and resolves escalated calls
- Determine whether agents are using proper procedures efficiently and effectively to provide excellent customer service and branch support
- Plans, implements, and documents staff meetings and education programs
- Improves quality results by recommending changes to management
- Updates job knowledge by participating in educational opportunities
- Evaluates, documents, and rectifies all safety hazards in and around the office along with practicing safety every day
- Communicates any company policy and procedure changes to direct reports
- Process all employee paperwork in a timely manner
- Communicate with customers in a professional and enthusiastic way
- Perform other tasks as assigned or needed
- Follow safe work procedures and ensure adherence to practice of safety daily
Qualifications
Education or Experience Required:
- High school degree or equivalent
- Minimum 6 months supervisory experience preferred
- Previous call center experience preferred
Knowledge, Skills and Abilities:
- Working knowledge of key metrics including but not limited to call abandonment, after-call work, and schedule adherence
- Ability to analyze and identify performance quality trends
- Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
- Ability to effectively supervise and manage personnel
- Strong analytical, organizational, and problem-solving skills
- Strong verbal and written communication skills
- Ability to perform multiple tasks
- Ability to work with diverse clientele
Additional Information
Norco offers a competitive compensation/benefit package, including:
- Employee Stock Ownership Plan (ESOP)
- Health, Vision and Dental Insurance
- Health Savings Account (HSA)
- Medical and Dependent Care Flex Accounts (FSA)
- Life Insurance provided at no cost to employee by Norco
- Supplemental Accident, Disease, and Life Insurance options
- Employee Tuition Reimbursement
- 401(k) with Employer Matching
- Wellness Program
- Employee Discount on products sold by Norco
Norco, Inc is an Equal Opportunity/Affirmative Action Employer
Norco provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Norco, Inc is a Drug-Free workplace.
