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Contact Center/Call Center Supervisor

07/05/2018Call Center
Job Location:
Janesville, WI
Metro Area:
WI - Madison
Company Name: Grainger
Website:  Click to Visit

Company Overview

Grainger helps customers save time and money by providing them the right products to keep their facilities up and running. Grainger's customers are 2.0 million businesses and institutions in 157 countries. While each customer has a unique facility to operate and a different problem to solve, our customers all share the same requirement: when they need one of Grainger's products, they often need it right away. With more than 23,000 team members, the Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions.

Grainger's team members serve customers more than 115,000 times every day through multiple channels. With sales at $10 billion, Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.


Position Description

The Supervisor, Customer Experience is responsible for direct management of a team of 16+ Customer Experience Agents. The leader role is the key to ensuring Grainger contact center teams are delivering peak performance. This is done by providing direct coaching to team members. The leader ensures engagement from the entire team and ensures that the team is able to overcome obstacles.


Principal Duties and Responsibilities:

Supervises the daily operations of a team of representatives that support internal and external customers that want to place an order, have questions, or concerns regarding their account.

Plans, directs, supervises, and evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational requirements.

Provides immediate supervision, monitors workflow, and assigns tasks, goals and objectives.

Provides frequent, direct coaching and development to team members including daily huddles and weekly 1:1 coaching

Spends at least 60% of time directly working with team to guide development and performance

Reviews performance metrics, diagnoses root cause of underperformance and develops an improvement plan

Monitors phone calls on a regular basis and scores those calls based on internal quality standards

Keeps team informed of key events in the center and solicits feedback

Participates in the selection, hiring, on-boarding, and training of new hires

Drives employee engagement through direct interaction and support. Celebrates team and individual success. Drives higher employee engagement scores as reflected in internal survey

Assists Workforce Management when needed to ensure resources are available when needed


Position Requirements:

Minimum 3 to 5 years of Contact Center experience

Minimum 2 years of Contact Center supervisory experience

Passion for customer service, sales and team member development with an ability to energize others

Strong interpersonal and communication skills

Demonstrated flexibility to adapt to shifting demands and competing priorities

Ability to train and coach team members on processes, procedures, compliance and product knowledge

Strong competence in the use of technology and software applications including SAP, CRM, Impact 360 and other emerging technologies

Ability to plan, organize and delegate work

Ability to influence team members to achieve individual and team objectives

High school diploma or equivalent; Bachelor's degree preferred


EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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