INTERNAL JOB POSTING ALERT

POST DATE:  05/26/2025             END DATE: 06/2/2025

POSITION: Floor Supervisor 
LOCATION: All Sites
DEPARTMENT: Service
SALARY GRADE: 17 (formerly grade 12) Compensation starts at $43,888/yr and could increase based on tenure, merit and geographic location 
REPORTS TO: Service Manager
 

Job Description: Why you and why us?
Do you consider yourself to be a natural leader? Are you ready to take all your customer service skill and WSI knowledge to guide associates? Do you enjoy resolving highly escalated complex customer issues? Then this may be the position for you! As a Floor Supervisor, you will supervise, motivate, counsel, and coach a team of assigned associates. You will be responsible for continually developing and training that assigned group, as well as monitoring floor operations, and assist where necessary. You will also aid in resolving complex escalated customer calls by taking over the call to provide resolution. 
 

Our commitment to our customers:

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Essential Functions: The nuts and bolts

• Supervise a team of associates; motivate, counsel, and coach assigned staff
• Implement corporate work rules regarding established departmental policies
• Continually develop and train assigned group
• Resolve any escalated customer issues
• Monitor floor operations including chat, email, and phones, and assist where necessary
• Act as liaison between schedulers, timekeepers, and associates
• Facilitate team meetings and regular one-on-one meetings with associates
• Complete other duties as assigned

Qualifications: What you need to apply

• Must have previous care center supervisory or leadership experience for consideration
• 3-5 years call center/sales/service experience, including 1-2 years with lead or supervisory responsibility
• Strong supervisory, communication (verbal and written), customer service, and sales skills
• PC literate (Microsoft Word, Excel) with ability to produce reports and analyze data
• Experience in training, team building, and coaching
• Competence in general computer skills and the use of common business software, including Microsoft Office and other programs
• Exceptional attention to detail and organizational skills
• Ability to meet set deadlines
• Strong customer service and communication (both oral and written) skills
• Convey a positive and professional image at all times
• Must have strong integrity and able to maintain a high level of confidentiality
• Strong multi-tasking skills a must

Important Facts:

• This is a Seasonal, Exempt-level position requiring flexibility up to and beyond 40 hours per week. 
• Hours and schedule - TBD
• A talent assessment is required for completion so please reference your email after application submission for details. 

TO APPLY:   Interested candidates should apply through our internal job board and must complete an assessment prior to consideration. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months.  Applicants must have the minimum required work experience for the position, as stated in the job posting.

Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com
 

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS