Supervisor, Contact Center

The Contact Center Supervisor, supervises, coaches, and develops Contact Center team members. Administers an effective system with effective processes to meet the organization's needs. Provides timely responses to customer inquiries by telephone and/or email in an inbound or outbound service center, consistent with high customer service and quality standards. Troubleshoots and resolves customer complaints.

Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve health-care facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

Our employees, whom we call "Partners" are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

Plans, coordinates and administers Contact Center activities, including the development and supervision of programs and Contact Center Agents for the maximum utilization of resources.
• Supervises, coaches, develops and trains staff to achieve company and department objectives.
• Coordinates schedules and workload and uses discretion to prioritize and communicate changes.
• Oversees the Contact Center operational goals and milestone tracking.
• Communicates effectively to guarantee prompt and responsive service to customers' immediate and long-term needs and requests, delivering first-rate service to meet or exceed their expectations.
• Utilizes tools to manage quality and efficiency of inbound and outbound customer contacts via phone, email, and web portal in a fast, accurate, customer friendly, and professional manner.
• Ensures a high level of customer service and utilizes feedback to make continuous improvements.
• Reviews current processes and procedures in order to improve and strengthen the customer service experience and increase overall efficiency.
• Creates cases, leads, and work orders from customer contacts. Creates new accounts as needed following standard procedures and associated work sites if credit has authorized a new site to be created.
• Handles after hours dispatch responsibility, including coverage for all Business Units throughout the work week or as needed to insure coverage.
• Resolves issues within capability and escalates issues outside capability.
• Manages login credentials for third party portals and monitors all web portals and group emails to clear/set-up pending service requests, following the protocol of each vendors portal.
• Captures customer information accurately and ensures accurate translation into our systems to allow for accurate and prompt utilization of resources.
• Works cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers and Dispatchers to meet the needs of the customer each and every day.
• Continuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiency.
• Utilize an ACD phone system to manage all inbound/outbound service calls from/to the customer. May manage between 40 and 75 electronic touches per day.
• Perform other duties as required

• 5+ years of experience
• High School Diploma or GED is required.
• Associates degree in Business Administration or related field is preferred.
• Excellent verbal and written communication skills.
• Excellent organizational and supervisory skills.
• Ability to plan, delegate and control the work process.
• Good analytical/critical thinking.
• Ability to multi-task, prioritize, and manage time effectively.

TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled