Supervisor, Contact Center Job Listing at Harbor Freight Tools in Calabasas, CA (Job ID 1416851)

Description

Our Contact Center Supervisors lead their teams in a remote environment to provide an exceptional customer experience through phone, chat, text, social media, and email communication by providing product support and troubleshooting, parts assistance, website and order support, issue resolution, and general customer support. Our Contact Center Supervisors have excellent verbal and written communication skills and a strong desire to coach and develop teams. They lead by example and demonstrate strong customer service skills. Additionally, our Contact Center Supervisors share responsibilities for monitoring live queue activities and Associate availability and messages during Leader on Duty (LOD) shifts to balance workload, respond to Associate needs, and ensure customers receive timely and effective support.

Duties and Responsibilities

• Lead, coach, and develop direct reports
  • Build strong rapport with Associates
  • Review calls, chats, texts, social media direct messages, and emails weekly to identify coaching opportunities
  • Provide ongoing coaching and feedback
  • Address performance issues in a timely manner  
• Build a Championship Team
  • Interview candidates and assess talent
  • Onboard and assimilate new Associates
  • Facilitate progressive development for Associates
  • Build high engagement with team  
• Facilitate Contact Center operations through Leader on Duty (LOD) shifts:
  • Monitor live queue activities and Associate availability and take corrective action to balance workload
  • Check Associates' adherence to schedules and reach out when gaps are identified
  • Update Associate schedules to account for call outs and shifting lunches, breaks, or activities
  • Track attendance and address per policy
  • Answer Associate questions and provide guidance
  • Escalate operational or technology issues with business partners     
• Use critical thinking and good decision making skills to contribute to operational excellence
  • Handle customer escalations with professionalism and find a balance between customer experience and company objectives
  • Provide leadership for a particular area of responsibility within the operation and ensure timely execution and follow-up
  • Represent the Contact Center in business partner meetings and provide appropriate insight and guidance

Scope

• Staff supervision and development:  Yes
• Decision making: 
• Makes decisions to resolve customer issues. Empowers Associates to make sound decisions with guidance.
• Travel:  Up to 5%
• Flex Designation:  Anywhere

The anticipated salary range for this position is $61,800 – $92,700 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.

Requirements

Education and Experience
Education Requirements

• Bachelor's/Associates Degree preferred or High School

Years of Experience

• 5+ years' experience in Customer Service, Retail, or Hospitality experience required

Skills

• Intermediate computer skills, including MS Office (Teams, Excel, Word, PowerPoint)
• Ability to troubleshoot technology challenges with Associates, including hardware setup and connectivity issues
• Excellent verbal and written communication skills
• Strong attention to detail and ability to multitask
• Availability
• Ability to work a flexible schedule, including weekends and holidays
• Workspace Requirements:
• Contact Center Associates are required to have a space within their home to create a desk setup that includes 2 monitors, a laptop, docking station, mouse, keyboard, and headset. Additionally, Contact Center Associates should maintain a workspace that is:
• safe and free from hazards, quiet and suitable to maintain the confidentiality and privacy of company/customer information
• free of distractions – Associates should be able to converse with customers in a non-distracting manner. Distractions could include care for dependents and other persons, pets, and noise-generating devices such as tv, phone, radio, etc.
• secure for Harbor Freight property
• well-lit and ergonomically adequate – HFT has resources available to support any questions/concerns about setting up an ergonomically adequate workstation.
• Internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly internet reimbursement to offset cost of maintaining 1GB speed)

Physical Requirements
Contact Center - General office environment requiring ability to:

• Stand, walk, sit for extended periods of time.
• Speak and listen to others in person and over the phone and video conferencing.
• Use keyboard and read from computer screen and reports.
• The ability to lift up to 15 lbs.
• Type 40 words per minute.

Safety
Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.
 
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