Position Title: Contact Center SupervisorEmployee Status: ExemptReports To: Contact Center Operations ManagerLocation: North Richland Hills, TX Why you want to join the team:
- Competitive compensation
- Medical, Dental, Vision, and Supplemental benefits
- 401(k) Retirement Plan with up to a 3% match
- Paid time off
- Floater day
- Company paid holidays
- Community volunteer opportunities
- Hybrid schedule (after initial training period)
- Incentive bonuses
- Intentional career mapping for employee advancement
- Discounts on high-end bedding products
Who you are:You are as passionate about company culture and values as we are. You want to put all of your strengths and talents to work, not just to support products and warranties, but to positively impact our customers and partners. You value the bigger picture, and you pursue self-awareness and emotional intelligence. You want to be coached and develop new skills while offering your unique perspective and expertise to advance the mission of ProtectAll & HealthySleep.
Our Mission: To provide the highest quality, most innovative, consumer-centric products and services in the industry.
What youll do:As the Contact center Supervisor, you will oversee the daily supervision of employees, helping to resolve conflicts, maintain team morale, and foster a team-oriented environment. You'll collaborate with the Call Center Manager to set goals, design reward systems based on key performance indicators (KPIs), and identify areas for improvement. Succession planning, hiring, and ensuring adherence to employment laws are also part of your role. Youll manage daily workloads, delegate tasks, track paid time off, and allocate overtime. Additionally, you'll prepare reports, conduct performance evaluations, address disciplinary actions, and oversee training. Youll also monitor system updates, review quality assurance, and handle special projects as assigned.
Responsibilities:- Daily supervision of employees. Assist with resolving conflicts, strive to maintain harmony among co-workers and enhance team moral
- Develop, maintain and lead a team-oriented environment
- Work with Call Center Manager to establish goals CRS Group
- Work with Call Center Manager to design and incorporate reward systems based on key performance indicators (KPI)
- Study and identify areas for possible improvement by suggesting and designing procedural changes to remove inefficiencies and reduce claim and warranty costs
- Succession Planning. Identify top performers (i.e. people with key characteristics) for further development into a potential back-end positions
- Hiring / Employment Laws. Be knowledgeable about workers compensation/safety laws, policies and procedures of company/State. Ensure those procedures are adhered to within immediate group
- Daily Workload Management. Make real time and proactive decisions to positively impact workload based on available resources. Make suggestions about overtime, make-up time etc.
- Delegate work assignments to team members and ensure they understand the assignment and is completing the assignment correctly and on time
- Prepare and oversee the preparation of daily and weekly reports which measure KPIs for agents
- Ensure team members are following all company policies and procedures. Work with manager to counsel employees as necessary
- Training needs. Ensuring that all team members are properly training and equipped
- Track and monitor approved Paid Time off Requests
- Overtime allocation and agent approvals
- Prepare and deliver Performance Evaluations
- Prepare and deliver Disciplinary Actions
- Systems (FPP, ACE, Sharpen, HelpScout, etc.) assessment, updates and suggestion for enhancements.
- Assist with Quality Assurance by reviewing QA feedback report, recorded calls and monitoring calls in queue
- Special projects as assigned by immediate supervisor and other members of the management staff or self defined based on research and judgment.
- Other duties and responsibilities as assigned by management
What you bring:You bring over three years of experience in customer service and inbound call centers, with strong phone etiquette and excellent communication skills, both verbal and written. Your interpersonal skills enable you to take a consultative approach to customer relations, while your problem-solving abilities and multitasking skills help you handle complex situations efficiently. Youre proficient in PC programs like Word, Excel, and Outlook, and have experience training staff, with a solid understanding of Service Center procedures, policies, and protection plans. With at least one year of team leadership experience, you have the ability to define problems, collect data, and draw meaningful conclusions. You can read, analyze, and interpret general business documents, and have effectively conducted group meetings and presentations. Your strong communication skills allow you to interact across all levels of the organization and with external customers. You also possess proven leadership abilities and are experienced in the Major Appliances and Consumer Electronics industry. Additionally, your educational background includes an associate degree with some college coursework, and youre familiar with PC databases and the Internet. Bilingual proficiency in English, Spanish is a plusWork Environment & Schedule: This role works in a high volume, inbound call center. The Protection Service Center Hours are from 8:00 a.m. until 8:00 p.m. Monday Saturday (multiple shifts). During the initial training and nesting period, employee will be required to be on-site at North Richland Hills headquarters from 8:00-5:00. After the first 90 days, the employee will be reviewed and if they are meeting company metrics and expectations, may have the option to transition into a hybrid schedule.
Who we are:
At ProtectAll & HealthySleep, we are industry leaders in protection plans and top of bed products. We are changing the way people buy and use their furniture, mattresses, appliances, electronics, and much more. At ProtectAll, we know oops happens, so we help consumers protect their investments and provide exceptional customer service when things do break. Everything we do at ProtectAll is designed around the customer, so they can get back to enjoying their lives - and their purchases - without the hassle of traditional warranties.
We believe ProtectAll is an extension of our partners' brand. We work together to optimize the plans our clients want to offer, then deliver an exceptional experience to their customers because theyre our customers, too. Through our state-of-the-art training systems, we don't just teach you how to process claims, we teach you how to support customers too. We make protection plans simple by providing superior support, easy-to-use customer portals, and a robust system that provides transparency into the entire lifecycle of the product, claim, and customer experience.
We're proud of our robust history, with 30+ years of experience, over 10 million customers served, and providing products to over 2,500 retail locations we're no strangers to the service industry. We know the intentional company culture that we cultivate spills over to our partners and positively impacts all of our employees.
At ProtectAll, we are passionate and intentional about our Core Values and seek committed individuals who pursue the same:
- Honesty and Integrity
- Do what is right and fair
- Treat ALL people with respect
- Exceed our customers' expectations
- Be a great place to work
- Give back
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