Call Center Supervisor

Title: Call Center Supervisor III

Pay: up to $34.48 per hour

Type: Fully onsite Tempe Arizona 85288 United States

Duration: 6 months

Position Overview:

As a Supervisor on our Voice Ordering Accessibility team, you will oversee a team of trained representatives who place orders on behalf of our customers with accessibility needs.

This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day to day operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team.

As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving.

The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment.

Key Responsibilities:

• Lead a team of motivated individuals who are focused on customer success
• Go above & beyond to help create the best ordering experience for our accessibility needs customers, including but not limited to our visually impaired customers.
• Support a team who assists our accessibility needs customers with accurate order placement and local restaurant recommendations. Improve our internal tools, and offshore agents to provide high-quality support
• Establish and manage your team to individual and team goals and objectives Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
• Create, distribute, and present impactful and reporting on performance

Qualifications:

• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• You increase results, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an operator, you translate analysis to actions quickly, to test your hypotheses and use ‘first principles’ to solve challenging business problems at their root level
• You are an owner, always looking for opportunities to better your work product You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have a Bachelor’s degree or equivalent experience You have 2 year or more of people management or team lead experience
• You have a mind and talent for process improvement
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Sigma, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
• You have experience in the tech, restaurant, or logistics industries (preferred)
• You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)