Operations Specialist Supervisor

Overview

Subordinate Positions: Assistant Operations Specialist Supervisor & Operations Specialists

Location: Libertyville, IL

Salary Range: $55,000 - $70,000  - Based on skills and experience 

Snap-on Credit, a world class provider of innovative tool and equipment acquisition solutions to Snap-on and its customers, is seeking an experienced Customer Service Supervisor for our Libertyville, IL office.

Summary:  Primary responsibility is to provide support and training to the Operations Specialists. Will supervise day-to-day functions of the Operations Specialists.

Responsibilities

Major Responsibilities:

• Manage Operations Specialists workloads and set priorities to ensure all tasks are completed accurately and by established deadlines
• Monitor all inboxes and queues for timeliness
• Communicate and provide performance reviews for the Operations Specialists
• Set and review all Call Scoring metrics as well as scoring calls for Operations Specialists
• Call coaching in an inbound/outbound call center with respect to call quality and first call resolution
• Backup for all Operations Specialists duties including: all phone loops, app entry, purchasing, payment posting, auditing, overpayments, supplies/inventory, mail/bank runs, etc.
• Responsive and positive interaction with the field and/or end user
• Receive and resolve Franchisee complaints from Operations Specialists
• Work closely with Assistant Operations Specialist Supervisor and other Operations Management
• Establish, document, and enforce clear and identifiable processes and procedures whilst ensuring all procedures are maintained current and up to date whenever business changes take place
• Manage all Operations Specialists vacation requests and ensure adequate coverage for all hours of operation
• Utilize Rapid Continuous Improvement to effectively improve systems, processes & service while reducing costs
• Special projects as required

Qualifications

Requirements:

• Four year college degree preferred
• Significant related experience within a Supervisory role / Customer Service
• Excellent organizational skills and the ability to prioritize workload with multiple tasks
• Effective communication skills, both verbal and written
• Ability to build effective relationships and be a team player
• Strong technical skills, proficient in Microsoft Excel, Word, PowerPoint and Outloot

Characteristics:

·        Analytical thinker

·        Integrity

·        Self-motivated

·        Team player

·        Professionalism

·        Punctuality

Working Environment/Hours: Monday through Friday beginning at 7:00am.  Must be flexible with working hours as additional time is expected as needed (especially at month-end or as back-up coverage warrants). Potential for some travel, including International.  Normal office environment.

Snap-on offers competitive compensation, target bonus opportunity, and an attractive benefits program including: three Medical Plan options, Vision, Dental, and Prescription Drug Insurance, Life Insurance, Short-Term Disability, and Retirement Savings Programs that consist of not only a company matched 401(k) but also a defined benefit Pension Plan. Employees receive paid and floating holidays, vacation time, sick days, and receive their birthday off. Employee stock purchase plan and preferential employee tool purchase programs are also available.

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran