Job Coach, Contact Center Operations

The Contact Center Supervisor and Job Coach provides front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs) within their assigned Contact Center. From recruiting and interviewing to scheduling, training and leading performance reviews, the Contact Center Supervisor ensures that we deliver the People-Powered, Customer-Driven Safelite experience to their employees, customers and clients.

What You'll Get

* Schedule: Monday through Friday, rotating Saturdays
* Competitive weekly pay and bonus opportunities.
* A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
* Up to $5,250 annually in tuition reimbursement.
* Paid training and all the tools and resources you'll need to be successful.
* View all our health, wealth and life offerings at www.safelitebenefits.com.

What You'll Do
* Create incentives, holds contests and activities to foster a challenging, fun and rewarding work environment while ensuring that team metrics are consistently met.
* Monitor calls to ensure quality service is being offered to all customers and provide coaching and mentorship on best practices and opportunities for improvement through meaningful conversations with associates.
* Establish and monitor individual team members' performance against established goals and take appropriate action when necessary.
* Actively drive the recruitment, interviewing, hiring, and onboarding of new associates to ensure an appropriately staffed and prepared workforce.
* Assist in answering incoming calls during periods of peak volume and act proactively with client issues and personally work to resolve escalated customer/client concerns as needed.
* All other duties as assigned.

What You'll Need

* Must reside in one of the following states: NC, AZ, TX, OH, or FL
* High School Diploma/GED/Equivalent required; Associate's or Bachelor's degree preferred.
* 1-2 years leading a team in a call center environment; Knowledge of leadership philosophies and ability to create an environment of openness and trust with a focus on delivering world class customer service
* Automotive or insurance industry knowledge preferred.
* Strong knowledge of Microsoft Office Suite, web applications, and general office equipment required; CCC estimating software knowledge preferred.
* Able to walk, sit, stand and be mobile on the contact center floor to assist CSRs.

#LI-VP1

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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