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Req ID: 118984
Contact Center Supervisor leads a team of Customer Service Representatives who are responsible for handling customer service requests including answering customer billing and service inquiries, provisioning and maintenance, complaints, and adjustments. Ensures professional and courteous representatives provide a customer experience that reflects the company's reputation for outstanding customer service; may include presales and post sales service to customers. Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management and disciplinary practices; and responsible for achieving revenue and customer service objectives. Will monitor and evaluate quality of Representatives customer calls. Oversees work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements. May participate in call center initiatives such as recognition, employee engagement, and diversity. Direct the flow of the operation and determine how to fix problems as they arise. Responsible for training, evaluating and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates. It is a fast-paced, high level service environment where business is conducted 24/7 with integrity in a positive, respectful, and timely manner.
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Job Function(s): [[mfield1]]
Clean Places, Friendly Faces.It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our'Country Stores'are fueling stations with a convenience store attached. The larger 'Travel Stops'are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more.