Job Description

Requisition ID: 123264
Sponsorship Available: No 
Relocation Assistance Available: No 

Goodyear. More Driven.

Provide leadership support and direction to the designated shift within the call center.  Responsible for managing the performance, development and overall employee life cycle of the call center operation including team leaders and call center agents. Provide excellent customer service and improve efficiencies.  Partner with the training department and workforce management team to ensure the call center is staffed per business needs.

This position is accountable to advance Goodyear's competitive advantage through enforcement of high employee standards and high employee achievements. Provide feedback down (workforce management team, customer support team, training team, team leaders and call center agents) and up the organization to leadership to ensure customer needs are implemented and positive customer results are met.

Primary Responsibilities

• Leadership: Provide direction and execute the call center strategy to achieve optimal shift performance.  Ensure excellent customer service of the call center by assisting team leads with process and customer specific process questions.  Ensure any process changes are communicated across the team leads and call center agents.  Collaborate with other call center shift supervisors to ensure consistency across shifts.  Communicate specific work assignments and responsibilities to associates as needed.
• Training, Development, & Performance Management: Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency and attendance scores; Perform live call monitoring to ensure quality of calls; Identify areas of opportunity and provide performance feedback to support development of the call center team leaders and agents; Responsible for overall succession planning and development of the call center shift assigned; Assist with the training, coaching and development of new team leaders and agents; Partner with the Training team to administer training for call center agents. Subject Matter Expert of fleet integrations and the processes that drive them.
• Best Practices & Communication: Review shift KPI reports to monitor shift performance and communicate report summaries to upper management; Identify, communicate and ensure adherence to best practices.
• Scheduling & Legal Compliance: Ensure shift as assigned is properly staffed by working closely with the Workforce Manager to create schedules; Monitor daily call volume and historical staffing to determine dynamic staffing considerations; Ensure legal compliance through strict adherence to policies and procedures.
• Customer Service: Be available to handle escalation of issues that might arise on shift. 

Required Education and Experience

• High school Diploma
• 3+ years management experience is preferred. 
• 3+ years customer service experience in a call center or retail environment is required.
• Prior experience in resolving customer complaints and complex customer issues remotely.
• Experience administering training and performance management of a team.

Desired Skills and Abilities

• Bachelors degree in related field
• Excellent written and oral communication skills. 
• Excellent analytical skills.
• Excellent customer service skills.
• Ability to use call recording and quality assurance software. 
• Must have basic computer skills, including Microsoft Office (Excel, Word, PowerPoint, Outlook) & related programs.      

Goodyear is one of the world’s largest tire companies. It employs about 72,000 people and manufactures its products in 57 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to . 

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information. 

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