AECOM Storefront Supervisor in Charlotte, North Carolina

United States of America - North Carolina, Charlotte

Job Summary

AECOM is seeking a Store Front Supervisor to be based in our Charlotte/Monroe, NC location.

This position reports to the Storefront Manager and is responsible for providing quality and efficient customer service to customers through the daily supervision of WIC customer service representatives to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving by, assisting in managing daily WIC operations through the utilization of resources and other data available. Additionally, this position is responsible for assisting the Customer Service Center manager(s) with development, analyses, and implementation of staffing, training, scheduling, and reward/recognition/incentive programs. Responsibilities include overseeing the daily operations of the WIC operations, other back office operations (Customer Service Center) assignment, handling customers, and escalations when required.

  • Provides daily direction and communication to employees to ensure functions are handled in a timely, efficient, and knowledgeable manner.

  • Promotes positive work environment by establishing rapport with Customer Service Representatives, colleagues, and customers.

  • Supports WIC staff by providing assistance and answering questions.

  • Handles customers and customer escalations when required.

  • Performs WIC opening and closing activities, Performs daily Customer Service Representatives shift assignments, and closeout activities.

  • Monitors walk-in customer wait times and interactions.

  • Manages handling and distribution of mail, correspondence, and payments (batch control) (Customer Service Center).

  • Understands call center key metrics and generates reports on Key Performance Indicators Identifies possible performance opportunities and suggest methods to improve operations efficiency

  • Monitors and logs employee performance problems according to company policy, escalating performance issues to the Manager for corrective action as required.

  • Works as a member/leader of special or on-going projects that are important to area/process improvement.

  • Effectively communicates via written, verbal, and electronic correspondence.

  • Participates in employee performance appraisal process.

  • Conducts team meetings.

  • Performs other tasks as assigned.

Minimum Requirements

Education:

High school diploma or GED Certificate

Experience:

  • This is an intermediate level position with 4 years of years related supervisory experience in customer service and/or retail industry

  • Strong interpersonal skills and professional appearance.

  • Strong process, analytical and organizational skills.

  • Strong time-management skills, problem-solving skills, and analytical skills.

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Must possess strong computer skill-sets. Emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word.

Preferred Qualifications

Preferred Qualifications:

  • Previous Toll Industry experience preferred

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

  • IN

  • EICUSCCM

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.

Job Category Transportation Operations Management / Traffic Monitoring

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 196372BR

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.