Call Center Supervisor

Position Summary

The Call Center Supervisor is responsible for the performance of a team of Call Center representatives including all aspects of the representative’s productivity, call quality and adherence to RESA policies. The Supervisor’s primary focus will be on improving the performance of representatives on his or her team through monitoring and reporting to identify areas of opportunity, coaching and training to improve customer service, sales skills and product knowledge. Following the leadership of the Ops Manager and SVP, this role will focus on fostering and maintaining a customer-centric culture at RESA and will work on building a sense of pride and strong morale within his or her team.

Job Responsibilities

• Responsible for participating in the interviewing and hiring process and/or promotions of team members.
• Evaluate performance of team members on Call Center objectives, KPIs, and performance standards/Core Competencies.
  • Provide informal and formal coaching and mentoring sessions as appropriate.
  • Complete annual performance reviews.
• Responsible for the productivity, training, and communications of assigned department/team in terms of department and company procedures; responding to Customer questions/concerns, general questions, and troubleshooting issues with services and/or products.
• Trains, mentors, communicates with staff on technical, safety, company training and works to maintain procedures and create best practices for the Call Center floor.
• Create, maintain, communicate and adhere to documented processes and procedures.
• Analyzes, reports on, and resolves customer and operational issues that negatively impact service quality.
• Monitor calls for each representative on a weekly basis and provide real-time and summary feedback to representatives, identifying areas of strength and opportunity to improve performance.
• Handle incoming calls as needed during peak hours to minimize abandonment.
• Develop deep understanding of RESA’s processes and systems, including key elements of RESA’s product offering.
• Serve as the first point of escalation for client complaints that representatives on his or her team are unable to resolve. May personally respond to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed.
• Review all orders daily requiring sourcing to see what can be made from existing stock
• Answering agent questions regarding best practices or difficult calls.
• Preparing reports and analyzing data to assist management as they determine Call Center goals including financial goals.
• Working with other Components/Specialty Distribution leadership to support agents and maximize customer satisfaction.
• Observe all safety, quality, company rules and Best Practices; Follow all company policies and procedures.
• Demonstrate a continual effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively with other departments to provide a quality and seamless operation.
• Completes other duties as assigned.

Experience and Qualifications:

• Bachelor’s degree in related field and 5 years or a combination of education and experience.

• Customer Focused; ability to provide win-win situations for company and Customer.
• Must be able to work safely and adhere to all department and company policies and procedures.

• Proven leadership and mentoring skills. A strong team player.
• Strong communication written and oral, and interpersonal skills.
• Able to meet deadlines and handle multiple tasks.
• Able to work with various people throughout the organization-Customer Focused.
• Focus on accuracy and efficiencies.

Who we are!

RESA Power is a dynamic, people first organization that prides itself on being the employer of choice in its industry! RESA is fortunate to have an extraordinarily talented group of people who take pride in everything they do! RESA Power has locations throughout the United States & Canada. We are a trusted service provider committed to ensuring the safety, performance, and compliance of electrical distribution systems. With a track record of long-term partnerships and excellence in customer experience for nearly a decade!

Our Mission

Ensure reliable and safe mission-critical power across our customers’ electrical infrastructure lifecycle.

Our Vision

To be the premier, first-choice, trusted provider in the US and Canada for critical power services and products by delivering the best customer and employee experience in the industry.

Core Cultural Competencies

We do it right

• We pride ourselves on our integrity and expertise. We don’t cut corners.
• You perform job responsibilities safely, efficiently, and thoroughly all day, every day.
• You conduct yourself professionally, ethically, and honestly.
• You display sound judgment and decision-making skills. You avoid choosing courses of action that assume

unreasonable risk to yourself or the Company.

• You are on time and preplan time off.
• You produce a quality product.

We are customer driven

• Our number one concern is our customer and our long-term relationships with them prove our dedication.
• You approach job responsibilities with enthusiasm, professionalism, and in a customer focused manner.
• You promote goodwill by handling all contacts (example: coworkers, management, vendors, customers,

etc.) with respect, courtesy, cooperation, attentiveness and follow instructions from management.

We focus on growth

• We are dedicated to growing the company and our employees.
• You understand & apply your knowledge of techniques, policy, procedures, equipment, and skills involved in the job.
• You seek out new assignments and assume additional duties.
• You seek to expand your abilities (certifications, continuing ed, OTJ experience, etc.).

We solve problems

• Every day is different, so we need to be innovative, decision makers, flexible and adaptable.
• You efficiently and thoroughly complete assignments.
• You perform work assignments independently.
• You propose new ideas and find better ways of doing things.

We get it done

• We are efficient, reliable and no nonsense. We work hard, but we also play hard.
• You follow through on commitments in a timely way.
• You produce easily understandable and accurate reports that meet customer and/or Company expectations.
• You actively listen. You seek advice and help as appropriate.
• You can effectively deliver messages to a variety of individuals (RESA employees, vendors, customers, etc.).

Webuild strong relationships

• Our leaders are servant leaders. We provide you with the support of a well-run company, but the

connectedness of a family. We collaborate with each other and our customers.

• You collaborate to create the best solutions for each other and our customers.
• You build strong relationships within the team, across RESA departments and locations and with

customers and vendors.

Additional Information

Travel: Up to 5%

Compensation: $37-$52 depending on experience.

Benefits: Full benefits including medical, dental, vision, company paid life insurance, Employee Ownership Plan, matching 401k, and paid time off.

Physical Demands: Lifting a minimum of 50lbs on a daily. Position requires standing and computer use.

RESA Power is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or ve