Contact Center Supervisor

Description


We are seeking a skilled supervisor to join our nationally recognized team at our Cleveland, OH, location. At Ohio Peterbilt, a division of Ohio Machinery Co., we're not just about trucks; we're about building futures. As part of our commitment to excellence, we invest in our employees through comprehensive training and development programs, ensuring they have the skills to excel in their roles. We also offer competitive benefits that support both your professional and personal growth. Grow your career-apply today!

Summary:
The Contact Center Supervisor is responsible for leading the Contact Center team and supporting consistent, efficient service across all branches and counter personnel. This role serves as the subject matter expert for the Contact Center platform, manages workflow and reporting, supports platform changes, and provides training and development to ensure team members deliver accurate, professional, and timely support.

Essential Functions and Responsibilities:

• Supervise all Contact Center team members, who will report directly to the Contact Center Supervisor.
• Serve as the subject matter expert for the Contact Center platform.
• Manage and distribute open parts requests for all branches and counter personnel.
• Generate accurate, effective, and consistent reporting for operational visibility and performance tracking.
• Implement changes and process improvements related to the Contact Center platform.
• Perform the duties of Parts Counter personnel as needed to support business operations.
• Create monthly commission reports and scorecards for the Contact Center team
• Conduct regular meetings with direct reports and the counter team to review priorities, performance, and opportunities for improvement.
• Lead training and development for counter personnel, including Contact Center platform use, order processing, parts lookup, and phone etiquette.

Minimum Skills and Qualifications:

• High school diploma or equivalent; college degree preferred.
• Previous experience in a contact center, customer service, parts, or counter operations environment preferred.
• Demonstrated ability to lead, coach, and develop team members.
• Strong understanding of parts request workflows, parts lookup, order processing, and customer service expectations.
• Comfortable learning and supporting technology platforms, reporting tools, and operational systems.
• Ability to organize work, prioritize requests, and manage multiple responsibilities in a fast-paced environment.
• Strong communication skills with the ability to work effectively with branch teams, counter personnel, and leadership.

Physical Requirements:
Lifting/Carrying 40 lb. Lift/Carry and 50lb pulling. Standing/Sitting Up and down stairs, standing, sitting and climbing into machines. Dexterity Normal. Repetitive Motions Frequent movement requiring hands, wrists and fingers. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer and VEVRAA/503 Federal Contractor