Commercial Accounts Supervisor in Clearwater, FL at PODS

Date Posted: 3/20/2020

Job Snapshot

Job Description

JOB SUMMARY

Responsible for the overall performance, productivity and motivation of assigned Sales and Service  agents reporting to this position. Manage customer problem/resolution; sales, cancellations, coaching, call monitoring, weekly payroll, schedule adherence, attendance, floor walking to support escalated calls as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for the overall performance and productivity of sales or customer service agents
  • Supervising a team of approximately 10-20 agents
  • Provides coaching and on-going feedback to ensure highest levels of sales conversions and customer service excellence
  • Analyzes metrics to ensure workforce alignment with goals and objectives
  • Monitor and coach to standards, metrics, performance criteria, policies and procedures in order to continuously improve productivity and performance
  • Maintain strategy to ensure customer satisfaction in all customer interactions
  • Ensure adherence to process methodologies to maximize performance and productivity
  • Supervise workforce force to balance cost, quality and service objectives
  • Provide team motivation and development to maximize performance
  • Handle escalated calls as necessary to ensure quality customer service
  • Manage Supervisor call-in phone line
  • Ensure schedule adherence by agents
  • Responsible for weekly payroll review and submission to ensure correct entries in a timely manner
  • Monitor and track agent’s attendance and punctuality
  • Prepare documentation for counseling, attendance issues, time off requests, contact summaries
  • May perform other duties and responsibilities as assigned

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School diploma or equivalent, some college desirable
  • 2 - 4 years experience working in a high volume call center or three years in a customer service related environment
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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