Branded Service Supervisor

All about the role:

The Electrolux Branded Service (EBS) Operations Supervisor is responsible for supervising and monitoring daily activities of Branded Service Support Teams. This position is responsible for leading a team toward effortless customer service by maintaining an answer rate, email response time and service completion cycle time for our Branded Service technicians through guideline adherence and process improvements. The EBS Operations Supervisor is responsible for leading and developing a team of EBS Technicians through monthly team meetings, one on ones, creating reports, and analyzing data to drive adherence, alignment and consistency. This position reports to the EBS Manager(s) and will support activities to achieve Branded Service route optimization goals, service completion cycle time goals, EBS Team continuous improvement initiatives and Service Delivery strategies and objectives.

Where you'll be:

This position will be based in the Texas, USA

What you'll do:

• Provide Continuous, Expeditious and Professional support for EBS Technicians.
• Communicate EBS Operations and individual goals and objectives
• Provide daily direction to EBS Team.
• Performance management for EBS Support to deliver service completion, answer rate, email cycle time and route optimization goals
• Collaborate with EBS Operations team to assist in route optimization and other administrative duties to maximize use of resources
• Evaluate, identify and execute opportunities to drive process improvements that deliver effortless customer service experiences through quarterly reviews of our EBS Support standard operating procedures
• Identify and develop talent within EBS Operations through special projects, job shadowing, cross-training and execution of 70/20/10 Learning Principles
• Promote an environment of inclusion and Team ship
• Conduct team member coaching to ensure team members are meeting individual performance targets
• Administer consistent leadership practices and policies
• Provide daily, weekly and monthly performance metrics to team members and track performance
• Prepares and conducts monthly performance reviews for EBS Technicians and Leadership
• Weekly review of team operational performance with leadership to ensure performance goals are achieved
• Responsible for weekly timesheet approvals and monthly overtime reviews
• Create reports and conduct analysis on data from several sources
• Responsible for monthly operational reporting and dashboards to include: employee metrics and performance and team metrics and performance
• Represent Ownership Solutions in cross-functional projects involving Service Delivery processes
• Create an environment of data driven continuous improvement

Who you are:

• Strong problem solving, critical thinking and analytical ability
• Excellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organization
• Understanding of customer service (contact center, field service and claims management)
• Superior commitment to customer and consumer satisfaction
• Proven ability to work cross-functionally
• Highly organized with strong attention to detail
• Superior follow-up and follow-through skills
• Highly energetic and success-driven leader and team player
• Ability to lead and drive change
• Superior time management skills and ability to prioritize
• Ability to maintain confidentiality regarding proprietary company information

Minimum Qualifications:

• Bachelor's Degree, preferred.
• Minimum 5 years of relevant work experience. Background in service, logistics or dispatch management, strongly preferred.
• Minimum 2 years of people leadership experience with demonstrated strengths of building and leading high-performance teams
• Advanced skills in Excel and PowerPoint
• Experience with all Microsoft Office tools, and ability to quickly learn multiple applications
• Experience leading dispatch teams to optimize routes and improve technician performance.

Benefits highlights:

• Insurance policy plan.
• Family-friendly benefits.
• Discounts on our award-winning Electrolux products and services.
• Extensive learning opportunities and flexible career path.

Find more on:
Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/
Electrolux Group Careers: https://career.electroluxgroup.com/global/en
Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through hrsnorthamerica@electrolux.com. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.