Supervisor - Contact Center

Job Description

Job Description

At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse . 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’re in this together, to stay on course. That’s what it means to lead like a Super.

As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law.  OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

Reporting to the Manager, Contact Center Operations the Supervisor, Contact Center is a member of the Contact Center team and is relied upon to deliver industry leading sales performances to organization by coaching a team of agents who are on the front lines with our customers and prospects.

Located at our office in Naperville, Illinois, our office environment is a key driver of our company culture and employee experience. A regular in-office onsite model is required.

Responsibilities

1. Coach and mentor contact center agent team to optimize performance, drive consistency and growth of skills.
2. Manage accurate KPIs for all customer contacts.
3. Evaluate and manage agent and supervisor resources.
4. Manage performance of departmental goals that meets business needs.
5. Monitor real-time performance metrics to identify trends, opportunities, or issues, and take appropriate action as needed.
6. Utilize automation tools such as Agent desktop, Amazon connect, etc. where applicable to improve agent efficiency.
7. Collaborate with other departments such as training, QA, operations etc. to optimize business processes.
8. Other duties as assigned by leadership.

We're Excited if This is You

Experience and Qualifications of the Role

• 3+ years’ experience in contact center management in a fast-paced environment
• 1+ years’ experience working as a manager, preferably in large scale contact center. -
• Strong analytical skills with the ability to utilize data effectively to identify potential problems after they occur; develop models for forecasting demand; analyze trends in volume patterns; optimize schedules.
• Excellent communication skills both written and verbal.
• Strong organizational, communication, problem resolution skills.
• Demonstrated experience in leading and implementing change management initiatives while serving as the department champion.
• 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 Contact Center staffing, forecasting and performance management.

Computer Skills Needed to Perform this Job

• Proficiency in Microsoft and Google Suites
• Strong Excel skills required.
• Working knowledge of a WFM tool, phone and customer service systems
• Proficient with phone system reporting and scheduling tools.

Education

High School Diploma, GED, or equivalent work experience required.

Competencies

Coaching:

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.

Functional Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

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 activities.

Problem Solving: Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process.

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.