• Supervisor, Customer Solutions (Call Center Supervisor)

    Requisition ID
    2018-8562
    Requisition Post Information* : Post End Date
    Full-Time
  • Overview

    Tractor Supply Company (TSCO), the largest retail chain of rural lifestyle products in the United States, is dedicated to enhancing our strong company culture built on our team members’ commitment to our Mission and Values.  With over 1,700 stores in 49 states and an innovative e-commerce platform, Tractor Supply ranks in the Fortune 400 with revenues of $7 billion and growing! Come grow your career with us as we serve those who live “Life out Here”!

    This position is responsible for overseeing the day-to-day activities and production of the Customer Solutions Center (CSC) Team, which offers support and resolution for stores, in-store customers, and online customers. The Supervisor manages team performance to achieve or exceed the established service levels and performance metrics while simultaneously creating a positive and engaged experience for team members and customers. He/she coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Tractor Supply Company Brand. The Supervisor also works closely with the Director, Customer Solutions Center to establish a feedback rich environment for individual team member growth and development.

    Responsibilities

     

    • Serves as the team’s manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks
      • Assigns tasks as appropriate
      • Notifies Director, Customer Solutions Center of issues/trends as appropriate.
    • Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back
    • Monitors and audits communications from team members to customers and stores ensuring productivity, process, and quality assurance
      • Provides direction, correction and counsel to team members as appropriate
    • Supervises, plans and prepares work schedules according to budget, workload, and business objectives
    • Observes and evaluates team members’ performances and completes performance reviews and individual training, improvement, and development plans
    • Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance
    • Participates in the recruiting, interviewing and hiring process
    • May perform other duties as assigned

    Qualifications

     

    Experience:

    • Call Center supervisory experience or equivalent (Preferred)
    • Experience with the ‘Out Here’ Lifestyle of the Tractor Supply Customers (Preferred)
    • Experienced with the FFA, 4H, Agri-Business, Rural Development, Live Stock, etc. (Preferred)
    • Store operations, retail, and customer service experience (Preferred)

    Education:

    Must have a High School diploma or equivalent and customer service/call center experience

    (College degree or equivalent in training or experience preferred)

    Skills:

    • Must possess basic computer sill sand strong knowledge of Microsoft Office Suite
    • Must possess good verbal, listening, and written communication skills
    • Must possess strong analytical and problem solving skills
    • Must have the ability to work as part of an operations/contact center team focused on servicing and assisting Tractor Supply Company customers
    • Must have call logging/ticketing experience
    • Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with
    • Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise
    • Must be flexible and adaptable; works effectively in changing and ambiguous circumstances

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