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Call Center Supervisor I

Location: 

Rocklin, CA, US

Company:  AmeriGas Propane, Inc.

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 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.

Job Summary: 

Supervisors are members of the call center leadership team with responsibility for overseeing 100-200 employees answering approximately 800,000 calls and 25,000 emails annually.  The role of the call center supervisor is to insure customers inquiries are handled accurately and expediently.  They represent the first management level of authority and address customer escalations on behalf of AmeriGas.  Customer escalations include disputes, sensitive, high exposure and high visibility accounts which must be responded to both verbally and in written. Their leadership is critical to the operations to insure our customers’ safety is not compromised, that concerns are addressed in compliance with the company guidelines and principles.

The Rocklin Call Center operates 24 hours a day, 7 days a week, which includes working on some company holidays.  Supervisors are required to change their work schedules periodically to meet the demands of the business.  Supervisors are expected to provide on-call support during periods that are not their primary shift, to insure agents have leadership supports to handle customer and employee escalations during periods where leadership coverage is not available.

 

Key Characteristics:

  • Strong customer service orientation
  • Ability to make reasonable decisions and judgments in a dynamic environment.
  • Supervisors must be subject matter experts in the following areas:
  • Emergency Call Center operations (business and after hours emergencies)
  • Customer Care Line (customer complaints)
  • Vending, Cylinder and ACE business
  • National Accounts Dispenser Team Support and Escalations
  • Customer Payment Options (payments, billing, credit procedures, accounting processes, payments)

 

Duties and Responsibilities:

  • Provides overall indirect supervision for the entire call center agent population by monitoring the floor activities (call volume, agent availability) to insure service level and performance metrics are met or exceeded. 
  • Directly supervises a team of agents, motivates, mentors, coaches and develops employees, documents performance and conduct issues, conducts performance reviews, leads team meetings.
  • Provides daily operational oversight utilizing established key performance  measurements and best practices.  Adheres to call center guidelines.
  • Works with other AmeriGas business units to maintain consistent standards and compliance with company policies. (credit, safety)
  •  Serves as the first management level contact for escalations involving customer issues.
  • Works a rotational on-call schedule, providing 24 x 7 support to agents for escalated issues pertaining to customer situations or operational concerns (safety escalations, phone outages, systems outages, staffing concerns), which may result in a return trip to the call center facility to resolve.
  • Ensures quality of customer responses through participation in training, coaching and performance feedback, setting goals and expectations with employees.
  • Aligns operational processes and procedures to support strategic business initiatives.
  • Works with management to effectively implement new programs.
  • Manages agent overtime in accordance with budget objectives.
  • Participates in interviews, recruitment and training.
  • Special projects as assigned.

 

Knowledge, Skills and Abilities:

  • Strong customer service orientation
  • Excellent verbal and written communications.  Competency in effective business writing.
  • Ability to supervise diverse personalities in a dynamic call center environment.
  • Strong familiarity with ACD systems and related reporting.
  • Strong familiarity with call routing in multi-skill agent environment
  • Strong familiarity with call center metrics and scorecard
  • Ability to identify system malfunctions and implement solution or escalate appropriately
  • Ability to make reasonable decisions and judgments in a dynamic environment.
  • Ability to analyze statistical data, develop management summary reports, and prepare business correspondence.
  • Working knowledge of PC’s including standard M/S Office suite of products.
  • Familiarity working in an SAP environment
  • Familiarity working in a SharePoint environment
  • Familiarity working with Lotus Notes
  • Proficiency in accounting and business management principles.
  • Creative ability necessary to contribute new, innovative means of improving performance, streamlining tasks and work flow to accomplish and achieve results with minimal resources.
  • Ability to keep highly sensitive employee information confidential (HIPAA)
  • Working knowledge of California Labor Code and Employment Law

 

Education and Experience Required:

  • Bachelor’s degree preferred (or) equivalent call center operations experience.
  • Basic ACD Call Center Management.
  • Call center experience with leadership roles.
  • Prior supervisory experience, preferably in a team driven environment
  • Career progression which demonstrates increasing levels of responsibility.
  • Possess strong organizational and business skills
  • Strong priority setting skills and ability to meet deadlines
  • Capability of managing projects and assignments independently.
  • Team building and customer service skills.

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.


Nearest Major Market: Sacramento

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