Supervisor - Contact Center

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $400M 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 1.6 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 safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. 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 don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.

We offer a compelling total rewards package including but not limited to the following benefits: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

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

• Two (2) or more years in a demonstrated lead customer service role, with decision making opportunities.
• Demonstrates a shadow of a leader by proactively communicating change, putting customers first and always visible for your team.
• Experience in coaching, performance management and driving sales.
• Proven accountability for business performance results.
• Dedicated individual focused on favorable customer experience and quality assurance at a leadership level.
• Experience working in a competitive products and services business environment with high volume sales transactions is preferred.
• Proven ability to manage large contact center teams in an omni-channel environment. Strong organizational, communication and problem resolution skills.
• Personal computer experience, including Microsoft Office applications.
• Support the execution of change management initiatives while serving as a leader in the contact center.
• Ability to define and analyze issues and develop implementation plans to cure the problem.
• Data analysis, trend identification and resolution application.
• Understand the concepts of Call Center staffing, forecasting and performance management.
• Fosters a culture of success and quality through driving results.
• Effective Time Management.
• Leadership through stewardship to team.
• Effective presentation and communication skills.
• Full understanding of quality assurance programs.
• Ensure compliance with company policy, practices, and procedures.

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

• Customer Lifetime Value (CLTV).
• Sales Team Quota.
• Cross-Selling/Upselling Success.
• Sales Growth Rate.
• Lead Conversion Rate (low threshold - 80%, target - 85%, stretch - 90%).
• Plan Conversation Rate (average of 250% across all channels).

Education

• Bachelor’s Degree or equivalent work experience required.

Computer Skills Needed to Perform this Job

• Proficiency in Microsoft O365
• KMS, WFM, QA Platform and CRM (i.e. Salesforce)

Certificates, Licenses, Registrations

• N/A

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

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 before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before 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.