Supervisor, Contact Center

Job Description
Guitar Center is currently seeking a Contact Center Supervisor!
The Contact Center Supervisor is responsible for creating a motivating environment by leading, mentoring, and developing associates. The Supervisor will oversee and coordinate activities of staff to ensure Contact Center and customer satisfaction objectives are met.
Contact Center Supervisor

• Oversees daily direction and communication of Contact Center associates so that customer contacts are answered in a timely, efficient, and knowledgeable manner.
• Coach develop associates through appropriate training and other resources; creates and maintains a fun productive work environment.
• Monitor standards, metrics, and performance criteria, to continuously improve productivity. Analyze key KPIs and ensure the appropriate metrics are being met, and preferably exceeded.
• Ensure adherence to sales methodologies and scripts are being followed to maintain a competitive edge.
• Prepare and present documentation for quality assurance reviews, performance improvement, and performance appraisals in a timely manner and according to company policy.
• Respond to all customer issues in an appropriate, professional manner striving to resolve the issue to the customer's satisfaction.
• Continuous improvement mindset to drive advancement of operations, efficiencies, and services to both internal and external customers.
• Analytical Skills: Explores information, data, reports, and/or items in order to extract meaningful insights,
  which can be used to better understand and improve business performance.
• Business Acumen: Understands how the business works including key business drivers, important
  company strategies, competition, and financial data impacting the department/organization. Makes
  business decisions that support financial targets.
• Collaboration: Able to develop cooperation and teamwork while participating in and leading groups,
  working toward solutions which generally benefit all involved parties. Proven cross-functional team
  participation capabilities. Able to work effectively with internal and external partners to accomplish goals.
• Customer Focus: Able to understand and focus on the customer experience when designing services and
  processes. Able to establish and maintain effective relationships with customers and gain their trust and
  respect.
• Delegation: Able to delegate both routine and significant tasks and decisions. Assesses employees' readiness
  and ability and assigns tasks that are appropriate to their skill level. Follows up as needed and share both
  responsibility and accountability.
• Interpersonal Communication: Able to communicate with diverse people in a clear, concise, and courteous
  manner through multiple methods, including verbal and written. Caters messages to specific audiences.
  Demonstrates respect to others, surroundings, and self.
• Initiative: Able to identify opportunities and issues and proactively follow through to capitalize and resolve
  them. Takes positive action without necessarily being requested to do so and thinks critically to identify
  solutions. Driven by continuous process improvement and creativity.
• Organizational Skills: Able to utilize time, energy, and resources to manage priorities, stay on track, and
  achieve goals. Establishes a systematic course of action to achieve an objective. Manages multiple projects
  and pays strong attention to detail. Completes tasks thoroughly in a timely manner.
• Performance Management: Able to coach and develop skills and capabilities of direct reports to ensure
  goals are met. Provides constructive positive feedback, conducts performance appraisals, and provides
  learning and development opportunities.
• Project Management: Able to develop and execute strategic project plans that align with organizational
  objectives. Coordinates groups of individuals to maximize available knowledge and resources, and follows
  through to track progress and ensure timely completion. Identifies methods for improving existing processes,
  practices, and procedures.
• Technology Skills: Able to navigate technology systems, equipment, and computer programs needed to
  fulfill communication, customer service, and business needs expectations.
• Physical Functions: Sitting required 80% of the time. Walking 10% and standing required 10% of the time, respectively. No
  heavy lifting required.
• Additional duties as assigned.

Requirements
MINIMUM REQUIREMENTS:

• Must be within a commutable distance to Nashville, TN, Salt Lake City, UT or Indianapolis IN
• Bachelor's Degree or equivalent business experience preferred.
• Minimum of 1 year of leadership experience successfully leading and directing sales and customer service professionals.
• 1 year of Contact/Call Center experience preferred.
• Strong oral and written communication skills.
• A high energy level and desire to significantly impact the business.
• Consultative sales training and experience preferred.
• Must be able to work varying shifts, including evenings, weekends, and holidays.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.
If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1-818-735-8800 ext. 2862 or by sending an email to recruiting@guitarcenter.com.