Supervisor, Contact Center Job Listing at Harbor Freight Tools in Calabasas, CA (Job ID 1404943)

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.

Responsibilities:
Customer Experience

• Lead by example
• Demonstrate professionalism
• Actively listen and express empathy
• Remove obstacles

Operational Execution

• Drive accountability for self and team
• Manage timely and accurate completion of work
• Monitor and adjust staffing daily
• Embrace change and demonstrate adaptability

Talent Optimization

• Provide feedback and coaching
• Develop others
• Drive for continuous improvement
• Build team atmosphere

Profit Maximization

• Control overtime
• Manage expenses
• Empower with company in mind
• Deliver on operational objectives

Success Drivers
Drive for Results

• Uses data to set priorities and translates goals into action plans
• Consistently pushes self and others for results; eliminates roadblocks
• Is quick to act based on changing business needs

Developing Direct Reports & Others

• Constructs compelling development plans and executes them
• Provides challenging and stretching tasks and assignments
• Provides coaching and direction to direct and indirect reports

Motivating Others

• Creates a climate in which people want to do their best
• Motivates and inspires direct reports and teams
• Makes each individual feel their work is important

Managing and Measuring Work

• Ensures effective time management and contribution to workload for self and others
• Sets clear and measurable objectives
• Monitors process, progress and results and provides effective coaching

Managerial Courage

• Does not hold back what needs to be said and is not afraid to take action
• Provides on-time, direct, complete, and actionable positive and corrective feedback to others

Customer Focus

• Role models delivering an exceptional customer experience every time
• Uses good judgment and acts with teams and customers in mind
• Understands and teaches how operational execution directly affects the customer experience
• Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication

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

Qualifications-
Experience/Education:

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

Workspace Requirements

• Contact Center Supervisors are required to have a space within their home to create a desk setup that is conducive to remote work.
• Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed).

Physical Requirements:

• Stand, walk, sit for extended periods of time
• Speak and listen to others in person and over the phone
• Read from computer screen and reports
• Type 35 words per minute
• Lift up to 15 lbs.

Availability

• Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

Shared Duties
Customer Experience

• Service Level
• Customer Satisfaction

Operational Execution

• Set and deliver on goal expectations
• Adhere to policy and procedures

Talent Optimization

• Invest development time with team
• Cultivate a great place to work

Profit Maximization

• Support contact center operation
• Do the right thing for customers and the company

Primary Duties

• Lead, coach and develop direct reports. Build and maintain a culture of accountability and ownership through:
  • Weekly call and email audits
  • Coaching & feedback
  • Performance management
  • Training & development
• 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
• Attract, assess, and onboard top talent
• Handle customer escalations with Best in Class service
• Use experience and good judgment to make critical and time sensitive operational decisions
• Other duties as assigned

Additional Duties

• Support the contact center operation:
  • Provide back-up phone and email support during high volume
  • Champion continuous improvement projects

 
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