Supervisor Customer Service

Job Description

Moen has an opening for a Supervisor in our Inbound Consumer Services Contact center. The incumbent will be responsible for managing and overseeing performance of 15-25 call center team members with our product consulting team. This role will can home office within the Houstonarea. Bi-lingual English/Spanish required.

• Conduct personnel planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing, and other actions as required.
• Oversee the team’s achievement of strategic initiatives and associate performance, incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Ensure the team’s collaboration with the Contact Center Operations group in the daily attainment of expected service levels, crisis avoidance and analyzing the business for continuous improvement.
• Oversee and regularly audit the team for full compliance of all audit requirements, formal processes and procedures.
• Foster unobstructed workflow and clear lines of communication within the team and with other departments as required.
• Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
• Respond to special assignments as requested and added responsibilities as required.

Qualifications

• Bachelor’s degree is required. In lieu of a degree, must possess an additional 4 years of related experience.
• Minimum of 3 years of experience (to include supervisory or leadership experience) is required; prior experience in a call center is preferred.
• Bi-lingual English/Spanish required.
• Experienced with supporting a process driven culture.
• Proficient PC skills with an emphasis on MS Office suite including MS Word, PowerPoint and Excel
• Strong working knowledge of Contact Center tools, terminology and trends.
• Above average skills in written and verbal business communications as well as the ability to work independently and communicate with employees at all levels.
• Proven consistency in role model behavior and composure both on the front lines as well as behind the scenes.
• Effective change manager; promoting creativity and innovation.
• Skilled in interpersonal communications and business negotiations.
• Good organizational skills, proven ability to multitask and ability to function in a fast paced environment.
• Must be flexible in hours and days to be worked.
• Ability to travel as needed.

Additional Information

Fortune Brands' Global Plumbing Group (GPG) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. GPG's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the Moen.com and HouseofRohl.com websites to learn more about us and why we are a top workplace.

Fortune Brands' GPG is an equal opportunity employer. GPG evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Fortune Brands' GPG is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [emailprotected] and let us know the nature of your request along with your contact information