Jobs for People with MS: National MS Society

The Consultant, Floor Operations Supervisor is responsible for overseeing the day to day operational execution of the Contact Center functions, providing support to the Contact Center associates by assisting in their development, analyze trends for action, support process improvements, and promote improved performance via the sharing of best practices.

Function Related Activities/Key Responsibilities:

• Act as subject matter expert and share best practices with frontline teams and support groups.

• Assist in monitoring day-to-day operations to ensure all work is completed timely, and team members are productive. Within established guidelines, take action and/or proactively notify leadership of unexpected circumstances that may impact current or future operations.

• Provide supplemental coaching and assist in developing associates to achieve and maintain higher performance, drive consistent call quality and adhere to Contact Center processes and procedures.

• Leverage standardized reports daily, weekly and monthly to identify trends, performance gaps and/or other potential opportunities for improvement. Take action verbally and/or in writing to address any opportunities identified.

• Creatively develop and implement departmental activities and training to support equipment service initiatives as assigned.

• Support leadership team as necessary with activities such as schedule changes, time keeping system review, team meeting facilitation, attendance tracking and quality monitoring.

• Utilize various Contact Center systems to research individual customer complaints and/or process improvement opportunities.

• Education Requirements: Bachelor's Degree or Related Work Experience

• Call Center experience

• Knowledge of Workforce Management systems

• Supervisory experience

Functional Skills:

• Operation Management

• Problem Solving

• Communication

What We Can Do For You

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.

• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

Pay Range:$79,300 - $96,000

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:7.5

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.