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Supervisor - Supplier Performance

Location: 

Charlotte, NC, US

Company:  AmeriGas Propane, Inc.
Remote Options:  Partial Work From Home

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

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Job Summary (Purpose):  

The Supervisor, Supplier Performance is responsible for supervising all performance related aspects of contact center outsourcing. The supervisor would work with the manager on initiatives including program planning, manpower planning, training, technology, quality, cost benefit and outsourcer accountability. This individual will work with the manager and be operational responsibility for managing service delivery for over 500 contact center agents onshore, nearshore and offshore across multiple geographies.Responsible for supervising overall performance of daily activities around operations of outsourcer including operational delivery, best practices, and customer experience (billing, payment, service, delivery, customer service).  Works with manager and with Quality and Process Improvement teams to ensure rigorous measurement and analysis of performance are adhered to by outsourcer agents.  Responsible for effective, timely communications with peers throughout the company regarding outsourced contact center operations.  Coordinates with outsourcer to ensure successful program implementation and execution.  Seeks out new solutions to performance challenges and inspires others to do the same.


Key Characteristics:

  • Trusted Decision Maker - Ability to evaluate situations objectively and influence implementation of solutions that provide optimal outcomes.
  • Expert Analytics - Highly developed analytical and operational supervisory skills; uses data to drive operational decision making and achieve business objectives.
  • Problem Solver - Detail oriented; thrives on solving complex challenges and demonstrates a high level of personal satisfaction from accuracy and excellence.
  • Communication skills - ability to effectively present information at all levels of the organization.


Duties and Responsibilities:

  • Supplier supervision - Accountable for the overall performance results and optimizes available resources at outsourced / supplier locations.  Ensures suppliers understand where they are meeting the KPIs and works with supplier to meet expected needs
  • Performance Measures – Uses scorecards provided by management; participates in operational meetings to review forecast and performance variance; provides proactive analysis, presentations, and strategic recommendations for driving business improvements.
  • Collaborative – Works with their manager and all CES functions to ensure effective implementation and management of outsourced labor, quality and adherence to company policy.
  • Analytics –Works with his/her manager to effectively analyze and recommend opportunities for performance enhancement and results improvement.


Knowledge, Skills and Abilities:

  • Building Partnerships:  Identifying opportunities and taking action to build strategic relationships.
  • Analytics acumen: proven ability to supervise contact center staffing through data and effective functional management.
  • Planning: Ability to plan, problem solve and develop innovative solutions.
  • Technology - Strong computer/technology skills


Education and Experience Required:

  • 5+ years’ experience in business supervision, operations supervision, supplier management and/or call centers preferably with international business exposure.
  • Experience with contact center technology (telephony, workforce management systems, reporting and analytics) 
  • Experience in managing 20+ employees in a fast-paced environment (direct, indirect)
  • Bachelor’s degree recommended, concentration in business/statistics/finance required and/or higher academic credentials preferred.

 

AmeriGas is an Equal Opportunity and Affirmative Action Employer.  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

 

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.
 


Nearest Major Market: Charlotte

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