Supervisor, Seasonal Hourly

Logistics at full potential.

At GXO, we’re constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you’ll have the support to excel at work and the resources to build a career you can be proud of.

Contact Center Supervisor

The Supervisor manages the day-to day supervision of customer service representatives; they are held accountable for ensuring all customer calls are handled promptly, correctly, and professionally. Works with customers, team leads, team members, and Account Managers to serve as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assist in implementing new methods for providing effective solutions. Responsible for ensuring tasks are met in order to achieve team objectives and goals. Monitors customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. Provides coaching and feedback to agents accordingly.

Job Level/Salary Grade: Analyst

Exemption Status: Non Exempt/Hourly

Responsibilities:

• Building and maintaining a high performing team
• Ensuring the team is meeting or exceeding all goals including service level, abandonment rate, quality and attendance
• Coaching and mentoring employees as well as maintaining periodic performance reviews (30+ associates)
• Developing and driving improvement initiatives
• Communicating effectively within work groups and team meetings
• Reading and analyzing reports
• Understanding and enforcing the call center policy and procedures
• Maintaining confidentiality

Qualifications

• Two years call center management experience
• Effective leadership skills (listening/verbal and written communication skills)
• Ability to multitask and manage changing problems in a fast paced, multi-skill team environment
• Previous work experience in luxury/retail environment
• Proficient in Microsoft Office software including Word and Excel and the Internet
• Ability to speak effectively before groups of customers and/or employees of the company
• Strong interpersonal and organizational skills
• Ability to defuse escalated situations Excellent time management skills
• Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively
• Detail orientated – must be able to determine facts, document accurately and concisely
• Ability to multitask, work well under pressure, prioritize and meet deadlines
• Strong decision making and problem solving skills
• Good analytical skills as well as the ability to think strategically
• Flexibility to work in a 24/7 call center, first and second shift environment including weekends
• High School Diploma or equivalent

Desired Traits

• Three years call center management experience
• Knowledge of OMS software
• Familiarity with AWS, Genesys, iCA, Gladly, Zendesk, Avaya and Eddie

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work.

We are proud to be an Equal Opportunity employer including Disabled/Veterans.

GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.