Note: The job is a remote job and is open to candidates in USA. Harbor Freight Tools is a national tool retailer with significant growth potential, seeking a Supervisor for their Contact Center. The role involves leading a team to ensure exceptional customer experiences through effective communication and support, while also focusing on operational execution and talent development.
Responsibilities
- Lead by example
- Demonstrate professionalism
- Actively listen and express empathy
- Remove obstacles
- Drive accountability for self and team
- Manage timely and accurate completion of work
- Monitor and adjust staffing daily
- Embrace change and demonstrate adaptability
- Provide feedback and coaching
- Develop others
- Drive for continuous improvement
- Build team atmosphere
- Control overtime
- Manage expenses
- Empower with company in mind
- Deliver on operational objectives
- Uses data to set priorities and translates goals into action plans
- Consistently pushes self and others for results; eliminates roadblocks
- Is quick to act based on changing business needs
- Constructs compelling development plans and executes them
- Provides challenging and stretching tasks and assignments
- Provides coaching and direction to direct and indirect reports
- Creates a climate in which people want to do their best
- Motivates and inspires direct reports and teams
- Makes each individual feel their work is important
- Ensures effective time management and contribution to workload for self and others
- Sets clear and measurable objectives
- Monitors process, progress and results and provides effective coaching
- Does not hold back what needs to be said and is not afraid to take action
- Provides on-time, direct, complete, and actionable positive and corrective feedback to others
- Role models delivering an exceptional customer experience every time
- Uses good judgment and acts with teams and customers in mind
- Understands and teaches how operational execution directly affects the customer experience
- Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication
- Lead, coach and develop direct reports. Build and maintain a culture of accountability and ownership through: Weekly call and email audits, Coaching & feedback, Performance management, Training & development
- Hold team accountable for meeting or exceeding goals: Call and email audit Steps of Service, Sincerely greet the customer, Evaluate the customer’s needs, Resolve the issue, Validate the customer’s satisfaction, Express appreciation, Availability, Call tag rate and accuracy, Including pertinent information, such as sku and detailed notes, Survey transfer rate
- Ensure appropriate staffing levels: Track attendance and address per the policy, Monitor associates and ensure adherence to schedules, Adjust team assignments to meet the call and email volume demands
- Attract, assess, and onboard top talent
- Handle customer escalations with Best in Class service
- Use experience and good judgment to make critical and time sensitive operational decisions
- Support the contact center operation: Provide back-up phone and email support during high volume, Champion continuous improvement projects
Skills
- 5+ years' experience in Customer Service, Retail, or Hospitality experience required
- Intermediate computer skills, including MS Office (Excel, Word) required
- Contact Center Supervisors are required to have a space within their home to create a desk setup that is conducive to remote work
- An internet speed of 1GB or greater is required
- Ability to work a flexible schedule, including weekends and holidays
- Stand, walk, sit for extended periods of time
- Speak and listen to others in person and over the phone
- Read from computer screen and reports
- Type 35 words per minute
- Lift up to 15 lbs
- Bachelor's/Associates Degree preferred or High School Diploma
Benefits
- Annual discretionary bonus
- Medical, dental, vision, life insurance, short-term and long-term disability
- Eligible Associates are able to enroll in our company’s 401k plan
- Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays)
- Paid sick time up to 80 hours per year unless otherwise required by law
- HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed
Company Overview