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Supervisor, Contact Center- Flex Remote

Company: Harbor Freight Tools USA, Inc.
Location: Camarillo
Posted on: January 16, 2022

Job Description:

Our Contact Center Supervisors lead their teams to provide an exceptional customer experience through phone and email communication by providing order information, product information, troubleshooting, issue resolution, and general customer support. In addition to general support, they may also lead highly skilled Associates to provide advanced support. Our Contact Center Supervisors have excellent communication skills and a strong desire to coach and develop teams. They lead by example and demonstrate strong customer service skills.

Essential Duties and Responsibilities

  • Lead, coach and develop direct reports. Build and maintain a culture of accountability and ownership through:
    • Weekly call and email audits
    • Develop others and providing coaching & feedback, performance management, training & development to team
    • Leading by example, demonstrating professionalism and driving for continuous improvement and accountability for self and team
    • Actively listening and expressing empathy
    • Removing obstacles
    • Building a team atmosphere
    • Managing timely and accurate completion of work
    • Following standard operating procedures
    • Adhering to company policies and manage expenses
    • Empowering with company in mind
    • Delivering on operational objectives
    • Hold team accountable for meeting or exceeding goals:
      • Call and email audit Steps of Service
        • Sincerely greet the customer
        • Evaluate the customer's needs
        • Resolve the issue
        • Validate the customer's satisfaction
        • Express appreciation
        • Availability
        • Call tag rate and accuracy
          • Including pertinent information, such as sku and detailed notes
          • Survey transfer rate
          • Ensure appropriate staffing levels
            • Track attendance and address per the policy
            • Monitor associates and ensure adherence to schedules
            • Adjust team assignments to meet the call and email volume demands
            • Control overtime
            • Handle escalations with Best in Class service
            • Other duties as assigned
            • Support the contact center operation:
              • Provide back-up phone and email support during high volume
              • Champion continuous improvement projects
                • Additional Duties as assigned by management
                • Regular Attendance is required and have ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.Scope
                  • Staff supervision and Development - Yes
                    • Decision Making - Provides consultation or expert advice, resolves problems
                      • Travel - NA %
                      • Location - Corporate HQ - CamarilloRequirementsJob Qualifications

                        Education and Experience

                        • 5+ years' experience in Customer Service, Retail, or Hospitality experience required
                          • Intermediate computer skills, including MS Office (Excel, Word) requiredPreferred
                            • Bachelor's/Associates Degree preferred or High School Diploma
                              Job Qualifications- Skills

                              • Ability to
                                • Use data to set priorities and translates goals into action plans
                                • Consistently pushes self and others for results; eliminates roadblocks
                                • act based on changing business needs
                                • Construct compelling development plans and executes them
                                • Provide challenging and stretching tasks and assignments
                                • Provide coaching and direction to direct and indirect reports
                                • Create a climate in which people want to do their best
                                • Motivate and inspire direct reports and teams
                                • Make each individual feel their work is important
                                • Ensure effective time management and contribution to workload for self and others
                                • Set clear and measurable objectives
                                • Monitor process, progress and results and provide effective coaching
                                • Give direct feedback and is not afraid to take action
                                • Provide on-time, direct, complete, and actionable positive and corrective feedback to others
                                • Model delivering an exceptional customer experience every time
                                • Use good judgment and acts with teams and customers in mind
                                • Understand and teach how operational execution directly affects the customer experience
                                • Establish and maintain positive interactions with customers, peers and associates through respectful and effective communication
                                  Physical Requirements

                                  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
                                  • use keyboard and read from computer screen and reports
                                  • type 35 words per minute
                                  • Lift up to 15 lbs.
                                    #HFTCORPAbout Harbor Freight ToolsIn 1977, Harbor Freight Tools was started as a small family-owned business. We made a commitment to provide working people with great quality tools at the lowest prices. And for over 43 years, Harbor Freight Tools has done just that. From hand tools and generators, to air and power tools, from shop equipment to automotive tools, Harbor Freight offers more than 5,000 tools and accessories at quality levels that match or exceed competing brands, but at prices that are up to 80% less. All while developing and launching over 1,000 new tools each year. We're not your typical retailer. We're a team of high-achievers, who have a passion for excellence and continuous improvement and obsess about getting things done. We're also equally committed to doing the right thing and giving back to our community. And for us, collaboration is the golden rule. We're a 43 year-old, $5 billion company with over 1,100 stores, opening 2-3 new stores a week with over 40 million loyal customers and growing. If you are looking for a not so ordinary and highly rewarding career opportunity, we would love to talk with you. Delivering Value to the Hardworking Since 1977.

Keywords: Harbor Freight Tools USA, Inc., Camarillo , Supervisor, Contact Center- Flex Remote, Other , Camarillo, California

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