|Supervisor, Services Reservation Center- Open to Remote|
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 06/25/2022
Expire Date: 09/21/2022
Job Categories: Customer Service and Call Center, Finance/Economics, Healthcare, Other, Information Technology, Sales, Quality Control, Research & Development, Medical, Nonprofit and Volunteer Services
Supervisor, Services Reservation Center- Open to Remote|
About the Team
Our Services group leads all the efforts for Pet Grooming, PetsHotel, Doggie Day Camp and Pet Training. Our team works hard to take care of our associates, pets, and pet parents, while also working to grow this unique piece of our business.
About the Job
About the Job:
PetSmart's Services Reservation Center is currently open 7 days a week from 3:45am-10:00pm MST, 5:45am-11:00pm CST, 6:45am-12:00am EST. Please note the SRC business hours may adjust to support time changes which are done on an operational basis, typically twice a year. We are currently open to Supervisors working in-person out of our Phoenix Home Office OR remotely from Arizona, Arkansas, Idaho, Oklahoma, Florida, and Louisiana. Available shifts vary based on business needs. Supervisors will have two consecutive days off, including one weekend day.
The Supervisor, Call Center, supports the Services Reservation Center (SRC) operations by leading a team of 25+ non-exempt SRC associates, supporting the overall operations of a multifaceted contact center, and creating associated business metrics.
The primary focus of this role is to deliver superior customer service and communication to our pet parents as well as internal and external Services partners. Individuals must be able to support the evolution of the SRC to meet the growth potential of our business and support projects from all services partners. The SRC evolution involves inspiring continuous process improvement, associate development, big picture business and technological growth, while meeting the goals and competencies set by PetSmart. Supervisors are also responsible for understanding and creating how the reservation center’s performance & productivity impacts the revenue & margin of the overall business and be able to appropriately use this knowledge to help lead, coach, and develop associates. The supervisor will be expected to strengthen excellent service to pet parents while also achieving metric goals for their team regarding quality assurance, customer experience, financial targets, and other contact center metrics.
The supervisor will provide leadership ensuring the SRC team has an optimal service platform for inbound operations as well as achieve recognized annual service objectives for all centralized reservation functions and future endeavors. Individuals must collaborate across supervisory teams with integration and alignment to SRC goals. This position will cover operational shift(s) and weekend hours.
Primary responsibilities include:
About the Culture
Our home office offers outstanding amenities in a fun and rewarding workplace including: