Supervisor, Warranty Operations
Consumer & Customer Care
Full Time
Charlotte, Nc
2020-02-28

SUMMARY: 

The Warranty Operations Supervisor is responsible for supervising and monitoring daily activities of Branded Service Support and Sales Support coordinators. This position is responsible for leading a team toward effortless customer service by maintaining an answer rate, email response time and service completion cycle time for our Branded Service technicians and builder customers through guideline adherence and process improvements.  The Warranty Operations Supervisor is responsible for leading and developing a team of Warranty Operations coordinators through monthly team meetings, one on ones, creating reports, and analyzing data to drive adherence, alignment and consistency.  This position reports to the Warranty Operations Manager and will support activities to achieve Branded Service route optimization goals, service completion cycle time goals, Warranty Operations continuous improvement initiatives and Service Delivery strategies and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Communicate Warranty Operations and individual goals and objectives
  • Provide daily direction to Team Lead, EBS Support and Sales Support staff
  • Performance management for EBS Support and Sales Support Teams to deliver service completion, answer rate, email cycle time and route optimization goals
  • Collaborate with EBS Field team to assist in route optimization and other administrative duties to maximize use of resources
  • Evaluate, identify and execute opportunities to drive process improvements that deliver effortless customer service experiences through quarterly reviews of our EBS Support and Sales Support standard operating procedures
  • Identify and develop talent within Warranty Operations through special projects, job shadowing, cross-training and execution of 70/20/10 Learning Principles
  • Promote an environment of inclusion and Teamship
  • Conduct team member coaching to ensure team members are meeting individual performance targets
  • Administer consistent leadership practices and policies
  • Provide daily, weekly and monthly performance metrics to team members and track performance
  • Prepares and conducts monthly performance reviews for EBS Support & Sales Support Staff
  • Weekly review of team operational performance with leadership to ensure performance goals are achieved
  • Responsible for weekly timesheet approvals and monthly overtime reviews
  • Create reports and conduct analysis on data from several sources
  • Responsible for monthly operational reporting and dashboards to include: employee metrics and performance and team metrics and performance
  • Represent Ownership Solutions in cross-functional projects involving Service Delivery processes
  • Create an environment of data driven continuous improvement

Minimum Qualification

MINIMUM QUALIFICATIONS:  

  • Bachelor’s Degree, strongly preferred
  • Minimum 5 years of relevant work experience including background in customer service or dispatch   management in a call center or back office environment
  • Minimum 2 years of people leadership experience with demonstrated strengths of building and leading high performance teams
  • Advanced skills in Excel and PowerPoint
  • Experience with all Microsoft Office tools, and ability to quickly learn multiple applications
  • Experience leading dispatch teams to optimize routes and improve technician performance

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • Strong problem solving, critical thinking and analytical ability
  • Excellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organization
  • Understanding of customer service (contact center, field service and claims management)
  • Superior commitment to customer and consumer satisfaction
  • Proven ability to work cross-functionally
  • Highly organized with strong attention to detail
  • Superior follow-up and follow-through skills
  • Highly energetic and success-driven leader and team player
  • Ability to lead and drive change
  • Superior time management skills and ability to prioritize
  • Ability to maintain confidentiality regarding proprietary company information

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'