Contractors’ Warehouse —
Virtual Apron Contact Center Supervisor- Sr. Sales

Position Purpose:

The Contact Center Supervisor is responsible for leading and coaching an assigned team to ensure high-quality customer interactions, foster strong customer relationships, and create a sales environment driven by consultative selling techniques. This role directly contributes to the success and profitability of the Virtual Apron by ensuring the team consistently follows established processes and meets goals. The supervisor is accountable for overseeing the daily activities of their associates, including managing personnel matters such as recruitment, selection, performance evaluations, disciplinary actions, and professional development. The Contact Center Supervisor works closely with the management team to execute strategic objectives, recruit and train associates, and drive team performance. The ideal candidate is self-motivated, self-accomplished, capable of inspiring others to work collaboratively, skilled in both verbal and written communication with internal and external customers, and must possess strong computer skills. 

Key Responsibilities:

• 50 % Action Oriented – Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met;
• 20% Drives Engagement – Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
• 15% Drives Results – Maintains statistics for individual direct reports, analyzes
• department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership
• 15% Manages Conflict – Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries

Direct Manager/Direct Reports:

• This position typically reports to Contact Center Manager – Virtual Apron
• This position has 6+ Direct Reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• 1+ year of previous leadership experience

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results