Supervisor - Business Services

Posting

Job Summary: 

The Business Services Supervisor demonstrates effective business acumen and leadership skills to directly supervise an assigned team of Data Processing Specialists.  The Supervisor effectively coaches and manages team performance and utilizes best practices to achieve established key performance measurements and ensure work is processed with the highest quality.  The Supervisor provides direct oversight, skill/performance development and management, and drives operational effectiveness in all master data processing tasks. The Supervisor builds a culture of excellence and employee engagement, both on his/her assigned team and in collaboration across the center.

Key Characteristics:

• Proactively and effectively manages staff performance to ensure goals and standards are achieved; gives and receives feedback well.
• Highly collaborative; readily supports functions across the center and AmeriGas to achieve customer and operational excellence 
• Leads team members to consistently achieve performance excellence; demonstrates positivity and creates a “can do” culture

Duties and Responsibilities: 
 

• Directly responsible for leading a staff of data processing professionals on the Business Services team including workload planning and management, coaching, development and performance management. 
• Oversees workflow, anticipates potential hurdles to achieving service levels, and identifies recommendations and resources to resolve
• Communicates operational metrics and measures to employees and provides supervision and support to meet the performance metric goals
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects. 
• Establishes and monitors controls and reporting to maintain high quality of work and low error rates
• Monitors, assesses, and communicates performance and behavioral incidents with employees. 

Knowledge, Skills and Abilities: 

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills.  Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.

Education and Experience Required:  

• Bachelor’s degree preferred or equivalent operations experience.
• Minimum of 3-5 years prior experience in leadership roles
• Direct supervisory/management experience preferred