Amazon - Call Center Supervisor for Northwest Center Services

Under the director of the Call Center Manager, the Call Center Supervisor will have direct oversight of call center operations in our various offices and for providing exceptional customer service. They will be responsible for leading by example, developing a collaborative environment for Call Center Agents to succeed and proactively evaluating calls to identify operational challenges. They will partner with the call center manager on overall Agent performance and provide in the moment feedback to agents about phone calls. Supervisor will act as escalation point for questions, complaints as well as an escalation path for internal and external customers.

Location: Seattle 

Schedule: Monday through Friday, 7:30AM – 6PM  (8 hr shifts)

Wage: Starting Hour Rate: $30.17 per hour | Full Hourly Rate: $30.17 - $34.10 per hour

What we can offer: 

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance 
• 17 Accrued Paid Time Off Days Annually
• Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company-Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Physical Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program

Key responsibilities / Essential Functions

Operational Excellence

• Provide management, day to day direction, and leadership to the entire Call Center Team
• Ensure appropriate staffing levels within the call center, and making sure staff are onsite and prepared for operations at scheduled start times. Communicating employee call outs to leadership and willing to provide coverage as needed
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of call response, call audits, call reporting
• Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources
• Ensure agents understand and comply with all call center objectives, performance standards and policies.
• Become the subject matter expert of all call center operations, points of contact, and best practices.

People

• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
• Responsible for training new call center agents in all customer support expectations, and procedures.
• Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Assist Manager in interviewing, hiring, and termination discussions.
• Contributes to a positive work environment that encourages retention and talent.
• Work collaboratively across the organization with different job levels and departments.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

Customer Experience

• Provide elevated customer support for challenging and escalated callers.
• Handle escalated situations with callers, including instant repeat callers.
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
• Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Needed experience & requirements

Education

Associates degree required; Bachelor’s degree preferred.

Experience

Required Experience:

• Minimum 2-year call center experience
• Strong communication and people skills.
• Excellent multitasking, time management and leadership skills.
• Proven experience as a call center supervisor or similar supervisory positions.
• Proficient computer skills in MS Office, Excel, Smartsheet and PowerPoint.

Preferred Experience:                                     

• 2 Years supervisory experience.
• Experience in call center management programs.
• Canva experience a plus.

Demonstrable Skills

• Commitment to Northwest Center’s mission of inclusion and ability to successfully work in a diverse environment.
• Ability to practice a high level of confidentiality.
• Interpersonal skills to effectively motivate others. Lead change and innovation
• Manages confidentiality without exception
• Maintain good judgment in fast-paced, high-stress environments
• Detailed oriented & thorough, with ability to see the “big picture”
• Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
• Responds calmly and professionally to emergencies, escalated customers, or other stressful situations in the workplace.
• Detail oriented, and effective time management.
• Exercises good judgment in areas of responsibility. Identifies or assists in identifying alternative solutions to problems or situations.
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.

Working Conditions & Physical demands

• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• May need to carry supplies to other buildings.
• It is a combination of desk and actively visiting several Amazon buildings so the ability to move consistently within a 1.5 radius is required.
• Ability to read, write, communicate and comprehend the English language
• Ability to see both distance and details at close range, within a few feet of the observer (with or without corrective lenses).
• Ability to identify and understand the speech of another person (with or without a personal auditory hearing device).
• Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment’s notice and occasional evening and weekend shifts.
• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

About Northwest Center

When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways. 

As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center’s businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability.

Northwest Center’s mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity 

Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at jobs@nwcenter.org.   

At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.

We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans’ status. 

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