15 days old

National Accounts Work Order Supervisor

ThyssenKrupp Elevator Corporation
Atlanta, GA 30303
  • Job Code
What we expect

The first 3 letters in workplace safety are Y-O-U!

TK Elevator is currently seeking an experienced National Accounts Work Order Supervisor in Atlanta, GA.

This position assists the NA Operational Manager in enabling the Work Order Coordination team to meet target Key Performance Indicators (KPIs) and ensure delivery of best-in-class customer experiences. The Supervisor - NA Work Order Coordination has responsibility for coordinator selection, development, and performance within the department to assure efficiency and effectiveness in attaining service goals and objectives.

Essential duties and responsibilities:

Implement all plans and programs delivered by the NA Operational Manager.

  • Assist with staff recruitment, selection process, hiring and new-hire training.
  • Responsible for scheduling staff, manage time off requests to meet the needs of the business and payroll processing.
  • Monitor coordinator schedule adherence and performance.
  • Ensure that customer contacts from all media (e.g., voice, email, chat, social media) are routed through the best available internal processing method/tool incl. coordinator assignment
  • Manage real-time daily processing of NA Work Order Coordination workload (call, email, and dispatch) to meet Service Level and Response Time targets
  • Communicate customer service expectations to Coordinators in collaboration with Quality team, reporting tools, and based on annual company goals
  • Identify variances in performance by coordinators and teams within NA Work Order Coordination identifying opportunities for additional training, change management and performance optimization
  • Coach and develop assigned coordinators for performance improvement (e.g., team meetings, scorecard reviews, quality feedback, formal and informal sessions, and individual development plans)
  • Assist NA Operations Manager in existing coordinator reinforcement training
  • Identify customer impacting issues and opportunities for end-to-end customer experience improvement across the TKE organization
  • Owns standard operating procedures, training guides, and operational documents to ensure SOP maintenance
  • Handle customer escalations as needed
  • Perform other job-related duties required to complete the task assigned

Who we are looking for

  • Bachelor's degree or equivalent work experience managing contact center
  • 3+ years' contact center lead or supervisory experience
  • 3-5 years' customer contact experience in a contact center environment
  • Driven problem solver with strong critical and creative thinking skills
  • Excellent customer service skills
  • Strong interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
  • Strong staff development experience and skills including the ability to train, coach, counsel and motivate performance
  • Excellent writing, verbal, and analytical communications skills
  • Experience using Microsoft Excel, Word, PowerPoint, Outlook
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

What we offer

Posted: 2022-06-17 Expires: 2022-07-16
Sponsored by:
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Sponsored by:
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National Accounts Work Order Supervisor

ThyssenKrupp Elevator Corporation
Atlanta, GA 30303

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