Principal Duties and Job Responsibilities:

• Demonstrate through behavior Papa’s mission, vision, values and service standards 
• Must ensure a service oriented, high performing operation by leading, engaging, coaching and developing the supervisory staff.  You will be supporting your teams’ effort by creating a servant leadership culture while delivering an exceptional customer experience
• Must enable an environment that develops our front line leaders and fosters mutual respect, trust, responsibility and core values while connecting people and improving lives during our day to day operations
• Create an environment that assures the productivity, performance, and well-being of each employee in the department and celebrates their success. 
• Establish team and individual goals in support of departmental and company objectives, coaches and mentors, front line leaders in skill development, customer service elevation and company culture behaviors.
• Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
• Manage Care Center daily activities and balances workload to ensure department targets are met in accordance with department and client Service Level Agreements. 
• Participate in the ongoing development and optimization of the Care Center operations; including recruiting,  training, quality, technology, policies, and procedures. 
• Demonstrate commitment to continuously improving customer experience and achieve First Call Resolution.
• In alignment with Papa culture, create a safe, professional, and positive work environment that embraces employee engagement.  
• Establishes and promotes effective relationships with team members and front line leaders that fosters compassion, authenticity, integrity, respect and dignity
• Ability to bring out the best performance in the workforce through proactive employee engagement  and support for an inclusive working environment.
• Regularly review and discuss performance and provide coaching, mentorship and accountability as needed for frontline and supervisory staff. 
• Participate in the activation of new Papa services and enhancements. 
• In partnership with Workforce Management, monitors current and future inbound and outbound call volume;  supports appropriate staffing levels, attendance and productivity accountability, schedule changes, and recruiting efforts to achieve target.
• Serve as teams’ liaison and advocate with other departments for the purpose of customer advocacy, clear communication, continuity of operations, and any other events that impact our customer’s experience
• Handles and ensures escalated calls from customers often involving time sensitive situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures. Ensuring timely intervention when needed and provides follow through on each interaction. 
• Communicate on a regular basis with the Care Center through various channels, including team meetings, newsletter, and one-on-one as appropriate to ensure awareness. 
• Demonstrate expert human relations and influencing skills that encourage results and promote continuous process improvement and cultural alignment
• Commit to ongoing learning by developing your team; ensuring programs are in place and encouraging frequent recognition to drive performance
• Coordinate and implement reward and recognition programs to drive both group and individual performance 
• Ensures compliance with corporate and departmental policies and guidelines
• Identifies areas of opportunity through customer feedback, interaction with functional leaders; trends and analysis to positively influence support strategy, team performance and service improvement
• Collaborate with Employee Relations and HR on recruiting top talent, department documentation, policy administration, and ensuring a  fair and consistent work environment.  
• Foster a spirit of teamwork and unity among peers and team members 

Knowledge and Skills:

• Proven team builder with experience in developing organizational culture 
• Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
• Must be able to perform root cause analysis to present finding in a documented manner
• Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
• Personal integrity and an ability to work under stress in a fast paced environment 
• Demonstrated interpersonal, customer relations, and communication skills
• Ability to lead or facilitate training and education
• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, teams and the operation to make improvements  or take corrective action
• Strong organizational and coordination skills
• Demonstrated ability in successfully collaborating with multiple partners in a matrix environment
• Strong problem-solving skills, with ability to handle complex scenarios
• Strong people management skills, with ability to coach and provide support to team members
• Ability to drive change at professional and cultural level
• Ability to drive performance improvement by actively scanning for disruptive processes and pursuing partnerships to bolster team’s performance capability
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues
• Proficient in time management with superior prioritization skills
• Self-motivator, quick thinker, proactive, and detail- and results-oriented
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• Demonstrated ability in successfully collaborating with multiple departments 
• Effective at leading by example
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
• Strong decision making skills
• Ability to work independently as well as collaboratively
• Strong verbal and written communication skills, the ability to communicate in a clear, constructive, and professional manner 
• Remaining customer-centric when managing communications and issues. 
• Demonstration of regular, consistent and punctual attendance
• Experience and proven track record with change management in a large omni-channel contact center setting
• General understanding of cloud based telephony systems, IVR, skill-based priority routing, chat, email, and associated reporting
• Working knowledge of Workforce Mgmt. workflows and protocols
• Expertise in contact center interaction quality management 
• Proficiency in business systems, including  Google Workspace, Microsoft Suite, and CRM.  
• Flexible schedule, willing to work off­ hours and weekends, and some holidays

Education & Experience Requirements:

• Bachelor’s Degree OR
• 5+ years of leadership experience in a large contact center environment OR
• Currently in a supervisor position within the department for at least 6 months.
• Bilingual in English/Spanish Preferred

Required Competencies

• Technology – Completing training and staying up-to-date on all relevant contact center technologies.
• Adaptability – Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
• Building Partnerships – Developing and leveraging relationships within and across work groups to achieve results.
• Communication – Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listens actively to others. Exhibits excellent oral and written communication skills
• Develops Self – Understanding own strengths and development needs, learning from experience, and owning personal development.
• Service Orientation – Listening to and understanding the customer, anticipating customer needs, and giving high priority to customer satisfaction.
• Teams with Others – Creating an environment that values individual perspectives while driving toward common goals; assisting teammates as necessary.
• Managing Work (includes Time Management) – Effectively managing one’s time and resources to ensure that work is completed efficiently
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well.  Effectively influences actions and opinions of others, inspiring respect and trust.  Accepts feedback from others; Provides vision and inspiration to peers and subordinates.  Gives appropriate recognition.  Displays passion and optimism about the organization when interacting with employees.