Contact Center Supervisor

Sub-Zero Group, Inc.
Goodyear, AZ
Category Customer Service
Job Description
Sub-Zero, Wolf, and Cove is a family-owned company seeking a Contact Center Supervisor to oversee a team of Customer Care Representatives. The role involves team coaching, performance management, call monitoring, and training, as well as handling escalated negotiations and dispute resolution.

Requirements

  • Meeting monthly KPI's performance goals for customer satisfaction
  • Performance Management for direct reports to facilitate personal and professional growth
  • Conduct formal performance reviews, including annual goal setting, mid-year performance reviews and final year-end performance reviews
  • Assist in the administration of team attendance records, vacation schedules and staffing schedules
  • Handle incoming calls from customers and field partners
  • Participate in hiring interviews and new CCR agent selection

Benefits

  • Competitive compensation based on skills
  • Industry leading health, dental, and vision plans
  • Generous 401 (K) savings and profit sharing
  • Education assistance and internal training programs
  • Electric vehicle charging
  • Maternity & paternity leave
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