CALL CENTER SUPERVISOR
If you enjoy helping people find the right information, services, and care for their pets, then you would be a great fit as a PetsHotel Reservation Agent. In our Service Reservations Center in Phoenix, AZ, you’ll find a casual atmosphere, a performance bonus program, immersive hands-on training, and flexible scheduling while you assist pet parents with their boarding accommodations for their loved ones.
Support Services Reservation Center (SRC) operations by leading a team of 20+ non-exempt Services Reservation Agents and support overall floor operations within an inbound call center. Primary focus is to deliver superior customer service and communication to our customers as well as internal and external Services partners. Individual must be able to support the evolution of the SRC in order to meet the growth potential of PetSmart, inspiring continuous process improvement, associate development and technological needs. Call Center Supervisors are also responsible for understanding and connecting how the Call Center performance & productivity impacts the revenue & margin of the business, and be able to appropriately use this knowledge to help lead, coach and develop Agents. Provide leadership for ensuring the SRC team has an optimal service platform for inbound operations as well as achieve established annual service objectives for all centralized reservation functions and future endeavors. Individual must collaborate across supervisory teams with integration and alignment to SRC strategy. This position will cover a combination of 1st, 2nd and weekend shifts.
PRIMARY RESPONSIBILITIES INCLUDE:
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PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetics, and protected veteran status, as well as any other characteristic protected by federal, state or local law.
Job Type: Full-time