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Customer Service Supervisor – 3rd Shift (Job ID 2114788)

Wichita, Kansas

Category Contact Center
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Company Overview:
ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we.Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Position Summary:
Facilitates, coaches, and provides leadership and resources for a team consisting of an average of 20 Team Members. Provides technical support, advice, and experience and enables the team with regards to designing, developing, and deploying billing service strategies, processes, and work flow. Responsible for the efficient handling of inbound customer inquiries relating to their ADT invoice.
  • Facilitate, coach, and provide leadership and framework for daily operation.
  • Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency.
  • Ensure staff works within the guidelines established by the organization.
  • Provide technical support, advice, and experience.
  • Monitor team performance and provide feedback.
  • Provide performance trends and analysis to team.
  • Assist the team in developing and implementing team and individual measurements in support of process and organizational goals.
  • Responsible for managing conflict and diversity.
  • Foster team building and group dynamics, provide career development planning and opportunities.
  • Lead team by role modeling company values.
  • Provide technical education on call center strategies, including all related policies and applicable laws governing billing and collections.
  • Communicate business performance and direction.
  • Other duties as assigned.

PLEASE NOTE: This position will require 3rd shift working hours

Education/Certification:
  • Two year degree in business, liberal arts or other related program is required. Four year degree is preferred
Experience:
  • Two (2) years experience in a customer service related position
  • Two (2) years experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees.

Skills:

  • Managerial and excellent communication and interpersonal skills required
  • Must be PC proficient
  • Must have understanding of call center dynamics and key measurements
  • Some knowledge of telephony capabilities CMS, CenterView, Auto-dialers helpful.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.

Location:

Wichita, Kansas

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