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Supervisor, Service Support
Assurant
Addison, TX, United States
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Description
This job is responsible for planning, organizing, leading, controlling, and coordinating the day-to-day activities of a team of service support agents involved in providing cost, quality and coverage guidance to Service Providers and customers in a call center environment. This position reports to the Service Support Ops MGR and receives moderate supervision.
• Participates in the development of short- and long-term goals and plans for his or her work group.
• Ensures employee understanding and coaching of cost, quality and coverage for goal attainment and job duties/descriptions. .
• Directly supervises service support agents; coaching, scheduling, training, monitoring calls, and conducting performance reviews.
• Communicates approved policies and procedures to subordinates and ensures compliance.
• Recommends change to policies and procedures as necessary and may participate in the development and implementation of such changes.
• Reviews Service Support Associates productivity reports, recognizing the “what”, “how” and “why” and coaches to maintain/improve metrics.
• Assists in the development and implementation of inbound scripts, matrixes, and product description materials.
• Maintains records related to work group performance, attendance, expenditures, and so forth.
• Prepares/helps aid in the preparation of related reports.
• May conduct or participate in the analysis and resolution of operational problems.
• Develops positive morale and team atmosphere to enhance employment experience of subordinates and positively impact retention rates.
• Assist with the development, implementation and administration of incentive/motivational programs.
• Other duties as assigned
Qualifications
High School Diploma or GED
3 + years Customer Service or Vendor Management experience in the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools