Solutions Center Supervisor

Genuine Parts Company Duluth , GA 30198

Posted 10 months ago

Responsibilities include:

  • Oversees call and incident queue to insure timely response and agent availability

  • Monitors Agent's performance by observing and evaluating calls/incidents based on established goals and expectations

  • Reviews and provides feedback to agents on departmental metrics to ensure proper procedures, customer satisfaction and compliance expectations are being followed and met

  • Researches and resolves escalated calls and incidents that require management intervention

  • Attends and participates in meetings with Manager and Director to review team performance and quality tasks

  • Conducts regular staff meetings

  • Contributes to development and maintenance of Knowledge and Process Management (Vitality & Integrity)

  • Maintains evaluation files to ensure accurate and consistent documentation is kept for performance reviews

  • Assists with elevating and maintaining employee morale

  • Assists in developing and implementing agent training and developmental action plans

  • Provides periodic reviews based on corporate protocol

  • Ensures agent participation in developmental training and continuing education

Qualifications:

  • 2-3 years Accounts Payable or Accounts Receivable experience

  • High School Diploma; some college preferred

  • Excellent customer service experience

  • Must be able to effectively coach employees on Center processes and established Customer Experience guidelines

  • Must be able to supervise in a team environment

  • Must be detail oriented

  • Must be able to problem solve

  • Must be able to make decisions

  • Must be able to speak clearly and listen attentively

  • Must have excellent phone skills

  • Must have great communication skills

  • Must have escalation handling skills

  • Must be self-motivated

  • Must demonstrate professional business etiquette

GPC believes the fair and equitable treatment of employees, customers, suppliers and other persons is critical to fulfilling its vision and goals. GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender identity, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.


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Solutions Center Supervisor

Genuine Parts Company