Description

Call Center Supervisor

Candidates must be located in El Paso, TX

Who we are: As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers® family of thrift stores, our impact, and the #ThriftProud movement at savers.com. Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.

Summary:

Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.

What you can expect:The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.

What You'll Be Doing:

Essential Job Functions: 

Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donorsMonitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation Handles complex and escalated customer service issues Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvementConducts monthly touch base meetings with each team member regarding their previous month’s performancePrepares and delivers performance reviews for assigned team membersIn conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practicesCreates and maintains a positive, respectful work environment for the team membersPrioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed

 

What You Have:Required Knowledge, Skills and AbilitiesCommunicates effectively, cooperatively and persuasivelyNurtures a cooperative, team-oriented environmentTreats all team members and donors with respect and dignityPrioritizes and executes tasks within a fast-paced environmentAbility to develop, evaluate and motivate team membersExceptional problem-solving skills Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce managementHigh level organizational skills and attention to detailExcellent written and verbal communication skills

 

 Minimum Required Education, Training and Experience:

High School Diploma and two (2) or more years of experience in a high-volume call center environmentTwo (2) or more years of experience in a supervisory role preferredExperience in a blended call center, inbound and outbound call handling, a plusProficiency in MS Office and Internet ExplorerFlexibility in schedule which may include nights, weekends, and holidays

 

Physical Requirements:

 

Must be able to sit, stand and walk for extended periods of time

What you get: Comprehensive onboarding and training from day one. In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings. Benefits offerings including: Bundled health plans such as medical, Rx, dental and visionCompany-paid life insurance for extra protection and peace of mindPrograms to stop smoking, diabetes management coaching, and on demand care options.A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.Paid time off from work for leisure or other hobbies.A range of mental health services to assist you in managing daily life.

FLSA Status

 

Non-Exempt

 

Tools and Equipment Used:

 

Laptop or desktop computer, phone, headset, webcam

 

Travel:

 

No travel required

 

Work Address:

 

Remote

 

Savers is an E-Verify employer.