Hayward Industries

Technical Service Supervisor

US-RI-N. Kingstown
2 weeks ago
Job ID
2017-1691

Overview

Hayward Pool Products, a division of Hayward Industries, Inc. is the largest manufacturer of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Headquartered in Elizabeth, New Jersey, Hayward designs, manufactures and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions.  For over 80-years, Hayward has been enhancing pool ownership by manufacturing cutting edge, advanced pool and spa equipment.  Hayward listens to our customers’ needs and makes sure they are implemented during the design and manufacturing process.  The goal is to become the preferred brand of choice with every residential and commercial swimming pool and spa.

The Technical Service Supervisor will lead a team of contact center employees by serving as a resource, escalation point, and owner of key operational decisions/functions. Focus will be on managing the workforce and ensuring an efficient, customer-focused operation.

 

Responsibilities

Directly manage a staff of Technical Service Representatives who are supporting consumers, trade customers, and Hayward field staff. This includes:

 Customer Service

  • Serve as real-time escalation point for phone calls and e-mails.
  • Establish self as a customer service ‘champion,’ recognizing that your customers are both external (Dealers, Servicers, Builders, Distributors, HASCs) and internal (contact center employees, other Hayward departments).
  • Make it easy for external and internal customers to work with the contact center team.

 Staffing

  • Create employee work, break, and lunch schedules. Regularly review and revise as needed to minimize customer wait times.
  • Monitor employee attendance, providing coaching as needed.
  • Monitor employee adherence to break and lunch schedule, providing coaching as needed.
  • Review and approve time sheets for contact center employees.

 Performance

  • Establish measurable employee performance expectations.
  • Monitor employee quality of work, delivering feedback and providing coaching to address performance opportunities.
  • Monitor contact center overall performance, utilizing reports, observation, and feedback to identify opportunities to minimize customer wait times.

 Process

  • Ensure contact center processes are documented, easy to follow, and strike the balance between being company and customer focused.
  • Identify process gaps/improvement opportunities and provide recommendations to address them. This includes recommending new approaches, new technologies, and other department/operational improvements.

 Training

  • Identify individual and group training needs, developing a plan to address.
  • Provide hands-on training, coordinate group training events, and serve as a subject-matter expert in the development of new training material.
  • Administer training programs and monitor overall and individual progress.

 Development/Engagement

  • Create a work environment that fosters employee engagement. Accomplish this by actively soliciting, listening to, and responding to employee feedback.
  • Lead by example, maintaining a high standard of personal conduct and professionalism.
  • Communicate well, sharing information employees need to perform their jobs.
  • Collaborate effectively with contact center team members, other Hayward departments, and external customers. Look for opportunities to add value by engaging in non-contact-center activities with other Hayward departments.
  • Conduct regular performance reviews for contact center employees.
  • Assist employees in creating and monitoring a professional development plan.

 

Qualifications

Education & Experience

Bachelor degree or equivalent experience in a business related field required.

5-7 years experience in a business related field (preferably a contact center environment), with a focus on working directly with customers and direct reports, either in the field or in a business setting; previous experience working in a support function serving internal and external customers.

Skills & Abilities

  • Excellent communication, negotiation, conflict resolution, and problem solving skills.
  • Working knowledge of technology and system applications, including databases, reporting, and business tools (such as Word, Excel, Lotus, etc.).
  • Interpreting data and developing action plans based on findings.
  • Coaching, mentoring, and training.
  • Teamwork, team building, and working through others to achieve results.
  • Supervisory experience in contact center environment, preferably in a technical field.
  • Preferred in-depth knowledge of swimming pool products, their application, and use & care.

Abilities:

  • Coaching, mentoring, and training.
  • Teamwork, team building, and working through others to achieve results.
  • Problem solving, negotiation, and conflict resolution.

Travel:

  • Requires no more than 10% travel.

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