Supervisor, Operations Support Center

DESCRIPTION

We are looking for an enthusiastic and experienced Operations Support Center Supervisor to join our team at Premium Retail Services. In this role, you will be providing operational and technical guidance to our team of support representatives as well as managing the workflow to ensuring that all client needs are met within SLA. To be successful in this role, you should have exceptional problem-solving and communication skills, as well as a strong customer-focus. You should also be knowledgeable in retail operations and technical support and have prior experience managing a customer service team. If you think you have what it takes to join our team as an Operations Support Center Supervisor, we look forward to hearing from you!

RESPONSIBILITIES

• Provide technical and operational guidance to the team of support representatives.

• Serve as key contact for Operations Support Center.

• Build and maintain long-term trusting relationships with internal, client, and retail management teams.

• Monitor employee performance and identify areas of improvement.

• Develop and implement procedures to maximize customer/client satisfaction.

• Assist in strategic, operational planning for assigned department, and ensure compliance with all corporate goals, strategies, and dashboards/KPIs for department and division.

• Maintain awareness of all issues that arise from managers, staff, client, or retailers.

• Analyze customer service metrics and performance data to identify trends and areas of improvement.

• Assist management team to overcome challenges regarding metrics and other performance issues.

• Comply with department budge, consistently striving for value-added services and/or cost savings.

• Maintain a comprehensive knowledge of retail operations and technical support.

QUALIFICATIONS

Minimum Education and Work Experience

• High School diploma or equivalent in industry name required.

• 2 years in contact center required.

• Experience in data analysis or employee management a plus.

Knowledge, Skills, and Abilities

• Demonstrated Microsoft office proficiency.

• Demonstrated skills with employee development and coaching.

• Demonstrated formal business writing proficiency and strong communication skills.

• Ability to read and interpret operations documents such as scope-of-works and operating procedure manuals.

• Ability to troubleshoot business tools such as smart phones, tablets, laptops, headsets, connectivity and/or browsers.

Physical Requirements

• Seeing

• Listening

ABOUT US

Premium brings brands to life, engaging and exciting shoppers in-store and online for retailers like Walmart, Best Buy, Walgreens and dozens more in all retail channels.

When you work with Premium, you're gaining a strategic partner focused on crafting tailored retail solutions designed to win. Our people and technologies extend your reach to deliver the best customer experience while driving sales.

Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.

Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Sales Support

Position Type: Full time

Business Unit: Sales

Salary Range: $20.00 - $22.00

Company: Premium Retail Services, LLC

Req ID: 3610