Supervisor I - H-E-B Contact Ctr

Supervisor I

As a Supervisor I, you'll supervise a Contact Center Team (Partner or customer interactions), serving customers by planning and implementing call center strategies / operations, improving systems and processes. If you're a natural for customer service, and you can uphold H-E-B brand values across internal and external audiences, you'll fit right into our team. Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. "Partner-owned" means our most important resources—People—drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company. Do you have a: HEART FOR PEOPLE… enjoy promoting H-E-B values and culture to internal and external customers? HEAD FOR BUSINESS... ability to lead in a fast-paced, hands-on environment? PASSION FOR RESULTS... willingness to make decisions and resolve escalated issues with little guidance?

Key Responsibilities & Essential Functions:

• Manages Partners responsible for H-E-B Curbside & Home Delivery customer support.
• Communicates job expectations, planning, and monitoring, reviews job contributions from Contact Center Partners.
• Provides leadership, mentoring, and training to Contact Center team members.
• Develop and mentor Partners for growth across the organization.
• Keeps Partners aware of KPI's and achieving results while doing what's right for our customers.
• Motivates / encourages Partners through positive communication and feedback.
• Effectively builds call center culture with strong focus on H-E-B's Bold Promise.
• Provides performance feedback and counseling regularly / when necessary.
• Determines call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
• Assists with creating overall strategy for the Contact Center.
• Contributes to recruiting, selecting, orienting, training, coaching, and counseling of Contact Center Partners.
• Maintains / improves call center operations; monitors system performance, identifies / resolves issues; preparing work action plans.
• Monitors integrity of Contact Center systems and data; implements exception reporting and SOPs.
• Partners with other areas of business on process enhancements and special programs.
• Resolves escalated issues based on policies and customer focus.

The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Qualifications & Key Requirements:

• Work Experience: Experience in managing large teams. Experience working with PeopleSoft HRMS, Real Time Adherence Tools, Quality Monitoring Tools. Leading employees in both remote and in-person environments. Experience in creating/using data to make business decisions.
• Knowledge/Skills/Abilities: Comprehensive working knowledge of assigned areas. Strong knowledge of HR services. Advanced verbal / written communication and presentation skills. Expert customer service and interpersonal skills. Advanced organization, planning, and time-management skills; strong attention to detail, precision, and accuracy. Strong PC skills, including MS Office and programs / systems required by the job. Strong coaching and feedback skills. Ability to make decisions with little guidance from management. Ability to manage multiple priorities and meet deadlines while shifting focus. Ability to stay composed in stressful situations Ability to maintain highly confidential information.
• Education: A related degree or comparable formal training, certification, or work experience.
• Licenses/Certifications: Professional certification
• Physical Demands & Working Conditions: Function in a fast-paced, retail, office environment. "Mostly Remote" Work extended hours / sit for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.