Competitive Cyclist Gearhead Supervisor

Competitive Cyclist Gearhead Supervisor

Requirements

• High School diploma or GED required
• One to three years of customer service or sales experience required
• Enjoys helping others and being in a leadership role
• Self-motivated, upbeat, and with a high energy level
• Ability to multitask, prioritize and adapt quickly to changes
• Strong customer focus, team player and strong work ethic
• Works in a courteous, polite and productive manner when interacting with personnel from all departments
• Ability to engage staff, monitor and motivate performance
• Ability to address and turn around escalated contacts
• Good listening skills – able to encourage team and individual feedback
• Skilled at analyzing and interpreting metrics, utilizing reporting to help drive healthy competition
• Knowledge of Excel and Microsoft Tools
• Is creative and thinks outside the box when solving tough issues

Responsibilities

• Provide daily direction and communication to Gearheads, holding the customer experience and business performance at high level
• Assists supervisor with daily operation of the contact center to include the development, analyses and implementation of staffing, training, sales/customer service, and reward/recognition
• Ensures employees have appropriate training and other resources to perform their jobs; creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Shares continual responsibility, deciding how to manage employees to ensure contacts are handled efficiently and effectively
• Addresses disciplinary and/or performance problems according to company policy
• Prepares warnings and communicates effectively with employees regarding unsatisfactory performance
• Determines effective, appropriate decisions relative to corrective action as required
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Writes and administers performance reviews for skill improvement
• Responds to and resolves employee relation issues expressed by team members
• Suggests methods to improve area operations, efficiency and service to both internal and external customers
• Executes weekly 1:1’s and quality assurance monitoring
• Monitors team’s adherence and attendance
• Review YoY and WoW KPI trends and uses these trends to find areas of improvement within their team
• Create and execute daily/weekly/monthly contests at a team and department level
• Follow up on Customer Experience issues and voice mails
• Other special projects as assigned by management

Preferred Qualifications

• Passion for cycling and outdoor activities