We are seeking a dedicated Contact Center Supervisor to lead our customer service team and collaborate with other leaders to enhance our efficiency, customer experience, and employee engagement. This role emphasizes team building, training, and motivation to foster a positive work culture and continuously improve our customer experience.
Terminix is a locally owned and operated company who has provided pest control services to residents and businesses in the Triad area of North Carolina for 90 years. As a franchise of Terminix International, the world's largest pest control company, we are proud to be a family-owned franchise managed by four generations of the same family.
We are passionate about what we do for our customers and our communities we live in. If you are looking for worthwhile work, then we have a great opportunity for you and we would love to hear from you today!
Primary Responsibilities:
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Coordinate and supervise daily/weekly/monthly activities of team members.
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Set priorities for the team to ensure performance goals are met. Main objectives include call quality, call answer rates, sales performance and handling branch administrative requirements as needed.
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Identify and resolve operational issues by following processes and using expertise and judgment - collaborate with branch leadership in problem resolution as needed.
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Provide coaching, feedback and annual performance reviews as well as formal corrective action as necessary with team.
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Promote a positive work environment and motivate team.
Plan and execute training classes and weekly meetings.
Qualifications
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2-5 years of supervisory/leadership experience (preferably in a contact center environment)
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2-5 years of customer service experience
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People management skills including the ability to motivate, coach, and develop others
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Proficiency utilizing a computer and working knowledge of Microsoft Office
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Strong communication, interpersonal, and organizational skills
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Ability to work well under pressure
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.