Coaches and manages assigned team within the call center. Develops, implements and executes policies and procedures. Ensures operational efficiency, customer satisfaction, staffing and productivity.
Responsible for driving achievement of assigned goals, metrics and key performance indicators.
Trains and develops associates to increase effectiveness, quality of service, and customer retention.
Directs all function-related activities within the scope of the operations. Defines and recommends objectives, develops short and long term plans and programs to support company goals and budgets.
Reviews performance against plan and approves changes in direction as needed.
Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
Develops audit and quality assurance programs and strategies to ensure efficiencies, quality of service and customer retention.
Resolves customer problems escalated by supervisors.
Ensures adequate staffing and productivity level to meet or exceed required performance standards.
Ensures compliance with policies and procedures.
Education and Experience Requirements
Bachelor's degree and 3+ years of customer service operations experience required, or an equivalent combination of education and experience 1+ years of supervisory experience required
Knowledge, Skills, and Abilities
Strong communication skills
Demonstrated ability to analyze processes, enact change, and think strategically to achieve business goals.
Ability to successfully manage large groups of people and strong leadership skills.
Ability to create an environment of high trust and high morale.
Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
% of time Standing 5%
Using hands to touch, handle or feel 95%
Reaching with hands and arms 50%
Climbing or balancing 0%
Stooping, kneeling, crouching, crawling 5%
Talking or hearing 90%
Tasting or smelling 0%
Lifting Requirements Amount of Weight % of time
Up to 10 pounds 5%
Up to 25 pounds 1%
Up to 100 pounds 0%
More than 100 pounds 0%
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work 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.
The noise level in the work environment is usually moderate.
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.