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Support Center Supervisor Orem, UT Competitive plus Great Benefits

Support Center Supervisor

Location: Orem, UT |
Salary: Competitive plus Great Benefits |
Posted: 26 Jun 2020 |
Closes: 26 Jul 2020 |
Job Type: Permanent & Full-time |
Business Unit: US Retail/Cash Solutions |
Region / Division: North America |
Reference: G4S/TP/710250/193664

Job Introduction:

The world's leading private security organization, G4S, has an immediate job opportunity for a Support Center Supervisor. As a Support Center Supervisor, you will be responsible for providing oversight on mentoring, motivating, coaching and leadership for a team of Support Professionals, with a focus on ensuring customer satisfaction, maintaining best practices, measuring center and agent performance, and performing quality control.

The Customer Support Center is a 24/7 operation providing support to end users in the Retail Solutions division of G4S.

G4S is a security provider for the United States government, fortune 500 companies, nuclear power plants, oil and gas companies, airport, ports, banks, hospitals, factories, warehouses, commercial facilities, residential communities and much more.

As a full time employee of G4S, you will be entitled to the following benefits:

  • Major Medical, Dental and Vision
  • Paid vacation
  • 401K
  • Opportunities for additional training to aid in your professional development

 

As an employee you will also be able to participate in the Promote Me! Community. Promote Me! is available to interested current employees as a way to express interest in further advancement, as well as gain information and encourage professional development.

Further, as a current employee you will be eligible to participate in large group rates for the following benefits:

  • Critical Illness
  • Accident Insurance
  • Whole Life Insurance
  • Individual Short-Term Disability
  • Pre-Paid Legal Services
  • Identity Theft Services
  • Pet Insurance

In addition, G4S provides benefits that are automatically available to all full or part-time employees, whether you enroll in a G4S insurance plan or not. And with no premiums to pay!

  • RxCut Pharmacy Discount Program
  • Doctor on Demand
  • Qualsight LASIK Savings
  • Perks at Work: G4S Employee Discount Program
  • Alliant Credit Union
  • Purchasing Power
  • Active & Fit: G4S Fitness Center Membership
  • FinFit: Financial Wellness Program
  • DailyPay: Access your pay when you need it

G4S offers job security, excellent pay and benefits, and career opportunities. We offer entry level careers, management careers, sales careers and executive careers across the United States and internationally.


Role Responsibility:

Specific Duties and Essential Functions

  • Supervise a team of 4-7 team leads and analysts
  • Monitor phone queues to ensure maximum coverage
  • Provide weekly scorecard and real-time feedback and coaching on Support Professional’s performance; work one-on-one with team members as appropriate
  • Ensure a positive work environment, continuous learning and a high quality employment experience for the team
  • Manage escalations
  • Communicates overall and individual improvement opportunities to the management team
  • Analyze call data and present findings to customers
  • Plan and Participate in betterment initiatives
  • Manage center schedule adherence and lead personnel improvement initiatives(PIP)
  • Monitor and maintain payroll processes for the call center


The Ideal Candidate:

Education, Licenses and Certifications Required

  • Must possess a high school diploma or equivalent

Type and Length of Specific Experience Required

  • Must possess one or more of the following:
    • Minimum of three (3) years of successful supervisory/management experience in a call center
    • Minimum of one (1) year of experience in a leadership role with G4S Retail Solutions

Skills Required

  • Proficient computer skills including Microsoft Office
  • Effective oral and written communication skills
  • Active listening skills
  • Ability to assess and evaluate situations effectively
  • Ability to identify critical issues quickly and accurately
  • Attention to detail

Other

  • Must be at least 18 years old or the minimum age required by the state, if higher
  • Must be a U.S. citizen or a foreign citizen authorized to legally work in the United States
  • Must possess the ability to multitask
  • Must possess process development skills
  • Must posses the ability to present to a large audience
  • Subject to a drug screen to the extent permitted by law
  • Must be able to provide, upon job offer, a DD214 discharge document with discharge status indicated, if prior military

Physical Requirements and Environment

Environment:         Office; minimal to no exposure to extreme temperatures is expected

Major activity:        Working on PC and using telephone/radio while sitting

Physical efforts to carry out job duties:  Limited, to include some standing, bending, limited stretching and reaching.


About the Company:

EOE Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity

G4S is an Equal Opportunity/Affirmative Action Employer
and an Alcohol- and Drug-Free Workplace
 

G4S consider qualified applications with criminal histories in a manner consistent with applicable federal, state, and local laws.

If you have any questions regarding Equal Employment Opportunity, Affirmative Action or Diversity and Inclusion, or have difficulty using the online system and require an alternate method to apply, please contact our Corporate Human Resources Department at (800) 506-6265.

To receive an update on your application status, please contact our local office by following this link: http://www.g4s.us/en/Contact-Us/Local-Office


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