Call Center Supervisor

Job Title: Call Center Supervisor
Location: Flower Mound TX
Compensation: $24-28/hr DOE

About Hydromax USA
Since 2003 Hydromax USA has been a leader in advanced field services and solutions that empower utilities to make the most of their infrastructure investments. Our work is dedicated to improving the safety sustainability and reliability of the nations energy assets and natural resources. We employ smart passionate people that solve complex problems using the most innovative suite of solutions available. By seamlessly connecting people processes and technologies our team creates a digital environment that verifiably improves and modernizes the operations of our utility partners. We believe that our clear mission makes the world a better place: understand the present and protect the future.

Position Summary
The Call Center Supervisor is responsible for overall management and performance of call center operations. This role requires a person with strong leadership and a proven track record in customer service team management and process improvement. The ideal candidate would possess an analytical mindset and a passion for driving operational efficiency. They would also work to develop implement and audit policies and procedures related to the flow of information and the operational systems used. They will also foster a collaborative work environment through training coaching and development.

Primary Responsibilities

• Oversee the daily operations of the call center which includes staffing scheduling quality assurance and performance management.
• Ensure exceptional customer service by setting clear performance expectations and providing ongoing training and coaching.
• Manage department work schedules ensuring appropriate coverage and administrative/dispatch functions are adequately staffed.
• Implement and manage automated scheduling software to optimize workforce utilization and minimize labor costs.
• Ensure compliance with Clients requirements by implementing and enforcing policies procedures and security standards for operations functions.
• Identify opportunities to enhance operational efficiency and reduce costs through process optimization automation and technology implementation.
• When required work with the IT department to resolve hardware and/or software issues with vendors.
• Monitor team performance evaluate work and implement developmental/corrective actions to improve customer satisfaction and staff productivity.
• Support staff through troubleshooting and resolving escalated customer issues providing timely and effective solutions.
• Prepare and analyze reports to identify areas for continued improvement and inform strategic decision making.

Qualifications

• Bachelors degree preferred though not required.
• Minimum of 3 (three) years of call center leadership experience required.
• Experience with call center performance management software (PureCloud Five9 NICE Cisco Webex Talkdesk Avaya OneCloud and Zendesk).
• Strong analytical and problem-solving skills.
• Excellent interpersonal communication adept at people management and skilled in maintaining positive customer relations.
• Strong working knowledge of Excel PowerPoint Word and Outlook.
• Prior experience with data analysis and reporting.
• Prior experience implementing and/or using interactive voice response (IVR) is a plus.
• Knowledge of lean six sigma or other process improvement methodologies is a plus.

Benefits

• Competitive base salary ($24-$28/hr. depending on experience)
• Weekly pay
• Medical dental vision insurance and more
• Company paid life insurance policy
• Paid holidays and personal paid time off (PTO)
• 401K with company match after 6 months
• Career advancement opportunities

Working at Hydromax USA
At Hydromax USA were committed to a culture that embraces safety and strives for excellence. We achieve this through focusing on continuous improvement promoting employee development and building lasting customer relationships through mutual trust and honesty. All of this is accomplished while safely providing customers with unequaled customer service and exceeding expectations through deliverables.

We stand firmly behind our mission statement Understand the Present Protect the our industry when work is sloppy or incomplete it can directly impact public safety. Therefore the work we do is extremely important and we hold ourselves to the highest standards possible. As a Hydromax USA employee you will be on the front lines of customer service and public safety.

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Hydromax USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Disclaimer
The above statements are not intended to be an all-inclusive list of the duties and responsibilities of the job described nor are they intended to be such a listing of the job requirements. Rather they are intended to describe the general nature of the job. Hydromax USA reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.