Competitive Cyclist Gearhead Supervisor

POSITION TITLE: Competitive Cyclist Gearhead Supervisor
REPORTS TO: Competitive Cyclist Gearhead Operations Manager
LOCATION: You will be expected to be in the office 1-3 days per week and work from home the rest of the week. Our Gearhead Operations Office is located at 2607 Decker Lake Blvd. Ste 150, West Valley City, UT 84119
SCHEDULE: The schedule will vary based on business needs, but you will likely work Saturdays 8am-4pm and the weekdays you work will likely be 11:30am-8pm 
PAY GRADE: Salary
COMPENSATION RANGE:  $48,000

OVERVIEW: 

Competitive Cyclist is looking for a Customer Service Supervisor to join our Gearhead Operations. In brief, you’re responsible for providing quality and effective service to our customers through the daily leadership of our Inbound GHO teams.  You’ll create a lively environment through creative motivation, meaningful development and effective leadership. You will optimize the customer experience to ensure that we exceed satisfaction at every interaction by enlisting Gearheads to become advocates for their customers, finding solutions that address all their needs.  You will reward and recognize performance, coach and mentor Gearheads, and resolve problems as they arise. We hire and retain an eclectic bunch of die-hards to service our phones, chat, and email lines.  

If you are someone who loves talking about the latest cycling brands with people who share your passion, now might be a perfect time for a change.  Imagine talking about your favorite subject while seated comfortably among a team of like-minded and passionate people. Now think about the great hourly and excellent benefits you’ll receive while getting the immediate and long-term job satisfaction you’ve always wanted. The opportunity is here, and the time is now - if you have a passion for getting outside, we want to share that with our customers and amplify your personality throughout the shopping experience – we want to create a “mini-celebrity” out of you!  

RESPONSIBILITIES: 

• Provide daily direction and communication to Gearheads, holding the customer experience and business performance at high level  
• Assists supervisor with daily operation of the contact center to include the development, analyses and implementation of staffing, training, sales/customer service, and reward/recognition  
• Ensures employees have appropriate training and other resources to perform their jobs; creates and maintains a high-quality work environment so team members are motivated to perform at their highest level  
• Shares continual responsibility, deciding how to manage employees to ensure contacts are handled efficiently and effectively  
• Addresses disciplinary and/or performance problems according to company policy    
• Prepares warnings and communicates effectively with employees regarding unsatisfactory performance  
• Determines effective, appropriate decisions relative to corrective action as required   
• Provides statistical and performance feedback and coaching on a regular basis to each team member    
• Writes and administers performance reviews for skill improvement  
• Responds to and resolves employee relation issues expressed by team members  
• Suggests methods to improve area operations, efficiency and service to both internal and external customers  
• Executes weekly 1:1's and quality assurance monitoring  
• Monitors team's adherence and attendance  
• Review YoY and WoW KPI trends and uses these trends to find areas of improvement within their team  
• Create and execute daily/weekly/monthly contests at a team and department level  
• Follow up on Customer Experience issues and voice mails  
• Other special projects as assigned by management

QUALIFICATIONS: 

• High School diploma or GED required  
• One to three years of customer service or sales experience required  
• Enjoys helping others and being in a leadership role  
• Self-motivated, upbeat, and with a high energy level  
• Ability to multitask, prioritize and adapt quickly to changes  
• Strong customer focus, team player and strong work ethic  
• Works in a courteous, polite and productive manner when interacting with personnel from all departments  
• Ability to engage staff, monitor and motivate performance  
• Ability to address and turn around escalated contacts  
• Good listening skills – able to encourage team and individual feedback  
• Skilled at analyzing and interpreting metrics, utilizing reporting to help drive healthy competition  
• Knowledge of Excel and Microsoft Tools  
• Is creative and thinks outside the box when solving tough issues 

PHYSICAL DEMANDS, VISUAL ACUITY & WORKING ENVIRONMENT:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions  

• Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard   
• Speaking: Expressing or exchanging ideas by means of spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly  
• Hearing Requirements:  The ability to hear, understand, and distinguish speech and/or other sounds (in person speech, telephone, other remote speech)  
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers #BMP #LI-JH1