Pet Helpline Call Center Supervisor

Become a Pet Helpline Supervisor at the Animal Humane Society! 🐾 Are you enthusiastic about delivering exceptional customer service and guiding a committed team? In the role of Pet Helpline Supervisor, you will oversee the daily operations of the Pet Helpline team, which assists community members with their pet-related inquiries. Your efforts will significantly contribute to providing support and resources that help keep pets and their owners connected. If this opportunity piques your interest, we invite you to learn more below!

Pay: $25/hour

Benefits:  

• Health, dental, vision insurance and more! 
• 15+ days of paid time off for a full year 
• 4 floating holidays (# of days is per year based on start date) 
• 401K Retirement Plan

Schedule: Full Time

• 40 hours/week
• Every other week alternating schedule - see details below.
• Week 1- Monday - Friday
• Mondays, Tuesdays, Thursdays, and Fridays 9:00am-5:30pm
• Wednesdays 10:30am-7:00pm
• Week 2- Monday-Thursday and Saturdays
• Mondays, Tuesdays, Thursdays, and Saturdays 9:00am-5:30pm
• Wednesdays 10:30am-7:00pm

Location: Hybrid, Golden Valley, MN. This role is expected to be on-site at least one day per week, subject to change as business needs dictate. Access to reliable internet when working remotely, ability to prioritize work independently, and foster relationships while working in a hybrid (remote and in-person) environment required. Must live in or have easy access to the Minneapolis/St. Paul area and be available for frequent face-to-face interactions in Minneapolis/St. Paul.

Application Requirements: Please include current resume and cover letter

Interview Process: One recruiter phone interview followed by an on-site interview with the hiring manager and a virtual interview with hiring team

Job Summary 

The Pet Helpline Supervisor is responsible for supervising the Pet Helpline team and managing the daily workflow of the team to meet call volume and service level standards. This position requires a thorough understanding of organizational operations and protocols, and the ability to provide and coach the team on seamless customer service grounded in balancing emotion and logic.

Essential Functions

Call Center Operations:

• Manage the daily workflow of the team to meet call volume and service level standards. 
• Monitor calls to observe employee demeanor, technical accuracy, and accordance with AHS mission.
• Update and maintain department resources, including appointment schedule.
• Ensure staff are following organizational protocols and scheduling guidelines.
• Ensure consistent and quality service delivery.
• Assist with monitoring existing processes and identifying areas for improvement, proposing solutions to enhance overall efficiency using data-driven decisions.
• Assist with developing and implementing new call center processes to ensure smooth operations, meet organizational goals, and improve customer satisfaction.
• Coordinate with various departments to ensure the team is well prepared to handle incoming inquiries and issues.
• Resolve customer issues promptly and effectively.

Leadership:

• Provide supervision, coaching, and development to direct reports as noted on the organizational chart, acknowledging accomplishments and providing regular feedback.
• Conduct one-on-one meetings with direct reports to ensure team members have the resources and support to be successful.
• Address and resolve any issues or conflicts within the team.
• Review and approve timecards and requested time off within payroll deadlines, working closely with employees to resolve discrepancies.
• Train new Pet Helpline employees.

Communication and Culture:

• Communicate in a positive and professional manner with customers, other employees, and volunteers.
• Promote a culture of diversity, equity, and inclusion to make AHS a welcoming environment for all.

Technology:

Clock in and out of shifts using ADP.

• Monitor AHS email and other messaging software.

Other duties as assigned.

Additional Information:

Schedule and Attendance:

• Regular, predictable attendance, punctuality, and availability to work during operational hours.
• Attend and participate in regular team meetings, leadership meetings, all-staff meetings, and one-on-one meetings with direct leader.
• May be required to attend occasional off-site meetings and events.
<