TOC CUSTOMER SERVICE SUPERVISOR - Sun-Wed / 7pm-6am / Full Time

: Work Where You Matter

At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive. Company Overview

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at

Job Details

GENERAL SUMMARY:

The TOC Customer Service Supervisor oversees the front-line TOC team, supporting complex problem-solving and decision-making within a fast-paced contact center environment. This role is responsible for ensuring high-quality case management, handling escalations, and supporting executive-level complaint resolution. The supervisor drives team performance through analytics, critical thinking, and continuous improvement initiatives to optimize service delivery for the Dollar General Transportation Operations Center (TOC).

DUTIES and RESPONSIBILITIES:

Team Leadership and Supervision - 35%

• Lead, mentor, and coach a team of TOC representatives up to 8, including a TOC Customer Service Team lead, fostering a high-performance culture and supporting individual development.
• Conduct regular performance reviews, provide actionable feedback, and address team dynamics to ensure productivity and motivation to achieve KPI goals.
• Serve as the first point of contact for escalated cases, providing direction for complex or high-impact issues.
• Coordinate with HR on team-related matters, including hiring, onboarding, and employee relations.

Data Analytics and Reporting - 25%

• Utilize ServiceNow and 3CLogic data to track individual and team KPIs, including call volumes, talk time, resolution time, and missed calls.
• Identify and interpret trends within the data to make strategic recommendations that improve operational efficiency.
• Generate reports for senior leadership on performance metrics and service trends, providing insights to support TOC-wide initiatives.

Customer Service Quality Control - 20%

• Participate in bi-annual quality calibrations to align customer service expectations, scoring methodologies, and best practices.
• Conduct quality feedback sessions with team members, identifying opportunities for performance improvement.
• Partner with TOC leadership and training to provide targeted coaching and training based on quality trends and service gaps.
• Analyze service trends and recommend targeted training or resources to address gaps in service quality.

Cross Functional Collaboration - 20%

• Work closely with the TOC Systems Support Manager, Fleet Operations, HR, and Field Operations to ensure alignment on goals and processes.
• Participate in cross-functional projects, offering insights into service delivery improvements and representing the TOC team's interests.
• Collaborate with third-party carriers to ensure service standards are consistently met and issues are promptly

Qualifications

KNOWLEDGE and SKILLS:

• Ability to analyze and interpret data to inform strategic decisions, improve processes, and provide actionable feedback.
• Skilled in assessing complex situations, particularly escalated cases, to make quick and effective decisions within established policies.
• Strong verbal and written skills, with the ability to effectively coach team members and work with cross-functional teams.
• Experience with quality control in a service environment, including familiarity with case management platforms (e.g., ServiceNow).
• Proficient in MS Office and case management tools; preferred knowledge of ServiceNow and analytics software for reporting.

EXPERIENCE and/or EDUCATION:

• Bachelor's degree in business, communications, logistics, or a related field preferred or relevant experience.
• Experience in contact center operations or a similar customer service environment, with demonstrated leadership skills.
• 2+ years of supervisory experience in a high-volume, fast-paced contact center, with a focus on analytics and continuous improvement.

Dollar General is an equal opportunity employer.