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Supervisor, Contact Center

Company: American Water
Location: Naperville
Posted on: January 12, 2022

Job Description:

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S.publicly traded water and wastewater utility company. The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states. American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing. For more information, visit and follow American Water on Twitter , Facebook and LinkedIn .

PLEASE NOTE: In order for American Water to evaluate decisions about new regulations, reintegration, and safe operating practices, all employees are required to report their vaccination status.

Primary Role

The Contact Center Supervisor primary focus is the development and growth of the team they are accountable for. This responsibility includes monitoring and executing on customer service, quality, and sales to meet company and client goals. This role is responsible to drive our culture through motivation, leadership, and communication to achieve high employee satisfaction. The supervisor will work directly with customers, clients, and front-line employees for continuous improvement opportunities. Responsible for all direct employee personal matters by teaming up with HR and Legal. This role will have a direct responsibility to execute our customer service strategy through live customer contact.

Key Accountabilities

  • Achieve Quality and Sales Performance results daily, weekly and monthly. Work in collaboration with their Manager and Coaches to drive continuous improvement
  • Demonstrate customer service experience to include supervising employees, decision making and a thorough understanding of call center technologies, including customer database systems and their respective reporting mechanisms.
  • Strong organizational, communications, and problem resolution skills.
  • Ability to motivate and coach staff members providing product knowledge, sales and support for all customer inquiries.
  • Enforce department goals, policies, and performance standards. Create plans to overcome challenging periods to meet department expectations.
  • Build relationships with direct reports to create a positive, professional work environment that focuses on providing exceptional customer experience
  • Leads by example and reflects our Values.
  • Ensure customer service excellence and quality through employee coaching, weekly monitoring, and departmental tailgates.
  • Exceptional time management, leadership, and problem-solving skills.
  • Collaboration with Workforce Management in achievement of key SLA's
  • Support contact center peers in achievement of overall results.
  • Manage all aspects of work with a sense of urgency. Deliver timely, quality, clear, concise, and accurate work.
  • Other duties as assigned by their leader


    • Strong organizational, communication and problem resolution .
    • Personal computer experience, including Microsoft Office applications.
    • Support the execution of change management initiatives while serving as a leader in the contact center.
    • Ability to define and analyze issues and develop implementation plans to cure the problem.
    • Data analysis, trend identification and resolution application
    • Understand the concepts of Call Center staffing, forecasting and performance management.
    • Fosters a culture of success and quality through driving results.
    • Effective Time Management
    • Leadership through stewardship to team
    • Effective presentation and communication
    • Full understanding of quality assurance programs
    • Ensure compliance with company policy, practices, and procedures
    • Demonstrate teambuilding through employee and customer engagement.
    • Experience in leading, coaching, and performance management.
    • Strong understanding of contact center operations and technology/systems (Oracle, CRM, Verint, Cisco, etc.) as it relates to customer handling, escalation resolution and agent performance management.
    • Good working knowledge of sales/retention, multi-channel customer service and customer satisfaction.


      • Bachelor's degree in business administration, information technology or other related business major a plus
      • Equal years of work experience may be considered in lieu of degree.
      • Two (2) or more years in a demonstrated lead customer service role, with decision making opportunities.
      • Demonstrates a shadow of a leader by proactively communicating change, putting customers first and always visible for your team.
      • Experience in coaching, performance management and driving sales.
      • Proven accountability for business performance results.
      • Dedicated individual focused on favorable customer experience and quality assurance at a leadership level.
      • Experience working in a competitive products and services business environment with high volume sales transactions preferred.
      • Proven ability to manage large contact center teams in an omni-channel environment.

        Travel Requirements

        • 10-20% (depending on business needs)

          Work Environment

          • Office/Remote


            • Incorporate American Home Solutions Mission and Vision in daily management.
            • Vision: Purpose-driven, people-powered, customer-obsessed trusted partner for every home.
            • Mission: To keep our customers' lives flowing by making their home lives easier.


              Champions safety
              Cultivates innovation
              Customer obsessed
              Drives Results
              Nimble learning

              Join American Water...We Keep Life Flowing -

              American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they arean individual with a disability, protected veteran or other status protected by federal, state, and local laws.

Keywords: American Water, Naperville , Supervisor, Contact Center, Other , Naperville, Illinois

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