At H-E-B, you may be surprised to find designers, buyers, lawyers, architects, and medical staff who support our Partners and our Customers, but our Contact Center is often their first stop when they need direction or help--with everything from payroll and benefits for Partners to H-E-B curbside & home delivery and social media inquiries for Customers. If you're a natural for customer service, and you can uphold H-E-B brand values across internal and external audiences, you'll fit right into our team.

As a Supervisor I, you'll supervise a Contact Center Team (Partner or customer interactions), serving customers by planning and implementing call center strategies / operations, improving systems and processes, and supervising Team members.

Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.

Do you have a:
HEART FOR PEOPLE... enjoy promoting H-E-B values and culture to internal and external customers?
HEAD FOR BUSINESS... ability to lead in a fast-paced, hands-on environment?
PASSION FOR RESULTS... willingness to make decisions and resolve escalated issues with little guidance?

We are looking for:
- a related degree and 5+ years of supervisory experience
- customer service, planning, time-management skills

What is the work?
Management:
- Communicates job expectations, planning, and monitoring; reviews job contributions from Contact Center Partners
- Provides leadership, mentoring, and training to Contact Center team members
- Responsible for the production or services for supervised area
- Keeps Partners aware of inbound calls, calls in queue, abandonment rate, service levels, and additional service metrics
- Prepares Contact Center Partner work schedules
- Motivates / encourages Partners through positive communication and feedback
- Helps build call center culture
- Responsible for 'on-the-floor' work activities
- Provides performance feedback and counseling regularly / when necessary
- Determines call center operational strategies by conducting needs assessments, performance reviews, and capacity planning
- Assists with creating overall strategy for the Contact Center
- Contributes to recruiting, selecting, orienting, training, coaching, and counseling of Contact Center Partners
- Maintains / improves call center operations; monitors system performance, identifies / resolves issues; preparing work action plans
- Monitors integrity of Contact Center systems and data; implements exception reporting and SOPs
- Partners with other areas of the business on process enhancements and special programs
- Resolves escalated issues

What is your background?
- A related degree or comparable formal training, certification, or work experience
- 5+ years of experience
- 5+ years of experience in supervision
- 5+ years of experience working with PeopleSoft HRMS or related ERP systems
- Professional certification (preferred)

Do you have what it takes to be a fit as a Supervisor for H-E-B's Contact Center?
- Comprehensive working knowledge of assigned areas
- Strong knowledge of HR services
- Advanced verbal / written communication and presentation skills
- Advanced customer service and interpersonal skills
- Strong organization, planning, and time-management skills; strong attention to detail, precision, and accuracy
- Strong PC skills, including MS Office and programs / systems required by the job
- Coaching and feedback skills
- Ability to make decisions with little guidance from management
- Ability to manage multiple priorities and meet deadlines while shifting focus
- Ability to stay composed in stressful situations
- Ability to maintain highly confidential information

Can you...
- Function in a fast-paced, retail, office environment
- Work extended hours / sit for extended periods

10-2020

CIC3232