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Call Center Supervisor
Waukesha, WI
Job Description
Here at Generac we don’t simply wait for opportunities to come to us. Our team is consistently on the lookout for new and innovative advances in our industry, which has led to our great success and company growth. We are proud to be a leader in the power generation industry and are quickly breaking ground in the Clean Energy segment. This growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture.
The Call Center Supervisor manages the day to day activities and employees on the Consumer Sales Team. This position plays a key role in the motivation and development of this team and is instrumental in creating and maintaining best practices. This role is responsible for managing daily work volume, daily metrics reporting and ensuring goals are met.
Essential Duties and Responsibilities:
Select, coach and develop team by setting clear expectations to inspire and motivate.
Manage performance by recognizing achievement, providing feedback, conducting performance reviews, coaching, and administering progressive discipline when necessary.
Take escalated customer calls; research the issue to develop a resolution.
Create and maintain best practices for team as well as develop and improve processes.
Complete analytic reports and daily metrics reports.
Support promotional and follow-up campaigns by directing team as appropriate.
Ensure in-home consultation and close rate goals are accomplished.
Facilitate proper on-boarding for new Dealer Partners regarding company programs, tools, processes, and programs.
Participate in process development for future marketing campaigns.
Execute and support Infomercial Campaigns, to include identifying appropriate staffing levels, developing processes and training Dealer Partners.
Minimum Qualifications:
Associates Degree or equivalent experience;
3 years of Sales or Customer Support experience;
2 years of team or peer leadership experience including training, mentoring, and coaching others.
Preferred Qualifications:
Bachelor's degree in Business.
Additional Qualifications:
Previous work experience in a call center environment and managing a complex phone system;
Ability to handle escalated customer calls efficiently and professionally;
Familiarity with social media and technology;
Working knowledge of Microsoft Office Suite;
Effective verbal and written communication skills;
Ability to type 40 wpm while on the phone with Generac sales dealers;
Proven track record of successfully managing shifting deadlines and priorities in a fast paced environment;
Ability to work independently and make mutually beneficial decisions for both the company and Generac sales dealers;
Ability to work a flexible schedule, including evenings and weekends if necessary.
Great Reasons to work for Generac:
Competitive Benefits: Health, Dental, Vision, 401k and many more
State-of-the-art facility with an onsite gym, walking trails, café, free parking and many employee activities
Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
Enjoy summer hours (Memorial Day – Labor Day)
Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits many employees volunteer their time with the customer support team or on the production line while others go right into storm-affected areas to repair generators
We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days. Each Friday we relax in our jeans!
Product loan and discount programs
Physical demands:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Generac Power Systems Inc. is an equal opportunity employer/Minorities/Females/Vet/Disability.
The Call Center Supervisor manages the day to day activities and employees on the Consumer Sales Team. This position plays a key role in the motivation and development of this team and is instrumental in creating and maintaining best practices. This role is responsible for managing daily work volume, daily metrics reporting and ensuring goals are met.
Essential Duties and Responsibilities:
Select, coach and develop team by setting clear expectations to inspire and motivate.
Manage performance by recognizing achievement, providing feedback, conducting performance reviews, coaching, and administering progressive discipline when necessary.
Take escalated customer calls; research the issue to develop a resolution.
Create and maintain best practices for team as well as develop and improve processes.
Complete analytic reports and daily metrics reports.
Support promotional and follow-up campaigns by directing team as appropriate.
Ensure in-home consultation and close rate goals are accomplished.
Facilitate proper on-boarding for new Dealer Partners regarding company programs, tools, processes, and programs.
Participate in process development for future marketing campaigns.
Execute and support Infomercial Campaigns, to include identifying appropriate staffing levels, developing processes and training Dealer Partners.
Minimum Qualifications:
Associates Degree or equivalent experience;
3 years of Sales or Customer Support experience;
2 years of team or peer leadership experience including training, mentoring, and coaching others.
Preferred Qualifications:
Bachelor's degree in Business.
Additional Qualifications:
Previous work experience in a call center environment and managing a complex phone system;
Ability to handle escalated customer calls efficiently and professionally;
Familiarity with social media and technology;
Working knowledge of Microsoft Office Suite;
Effective verbal and written communication skills;
Ability to type 40 wpm while on the phone with Generac sales dealers;
Proven track record of successfully managing shifting deadlines and priorities in a fast paced environment;
Ability to work independently and make mutually beneficial decisions for both the company and Generac sales dealers;
Ability to work a flexible schedule, including evenings and weekends if necessary.
Great Reasons to work for Generac:
Competitive Benefits: Health, Dental, Vision, 401k and many more
State-of-the-art facility with an onsite gym, walking trails, café, free parking and many employee activities
Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
Enjoy summer hours (Memorial Day – Labor Day)
Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits many employees volunteer their time with the customer support team or on the production line while others go right into storm-affected areas to repair generators
We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days. Each Friday we relax in our jeans!
Product loan and discount programs
Physical demands:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Generac Power Systems Inc. is an equal opportunity employer/Minorities/Females/Vet/Disability.
Job Summary
Employment Term and Type
Regular, Full Time
Hours per Week
40
Required Education
Associate Degree
Required Experience
3+ years
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