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Supervisor Customer Connections Hub

Coca-Cola Bottling Co. Consolidated
life insurance, paid time off, paid holidays, 401(k)
United States, North Carolina, Charlotte
May 01, 2024
Requisition ID:189519 Posting Locations: Charlotte Our Secret Ingredient is our Teammates. We offer great rewards, competitive pay, career advancement and growth opportunities. Full Time Teammates are also eligible for: Paid Training Paid Time Off plus paid holidays 401(k) with Company matching on a dollar-for-dollar basis Employee Stock Purchase Plan (ESPP) Group Health Insurance - Medical, Dental, Vision & Disability Basic and Supplemental Life Insurance Refresh and Grow your Career with Us! Job Overview The Supervisor, Customer Connections Hub (CCH) will drive sales performance; develop team and optimize team efficiencies with a focus on quality interactions; resolve sales and customer service opportunities; influence market unit sales activity amongst direct reports to meet or exceed targeted revenue, DNGP, marketing execution, and productivity goals. This role will track and report sales; delivery initiatives or opportunities; ongoing coaching, teaching, and training with employees; and support center activities that translate the vision and strategy of the company to frontline team member interactions with our customers. Duties & Responsibilities Coach, teach, andtrain assigned Inside Sales Team and Specialists to deliver budgeted sales plans and drive results through employee performance Review performance reports and scorecards to identify wins and opportunities, discuss results and work with managers to execute action plans that course correct and drive successful behaviors Daily review of contact center reports and performance tracking, including scorecard methods Provide input to management based on trends and observations Resolve customer sales and service inquiries promptly Execute action plans to capture customer opportunities that improve customer experience and sales performance Influence key staffing decisions and line of business assignments Collaborate with managers, CCC senior leadership, and human resources as needed Ensure ISR execution of Marketing's commercial plan for respective channels of business; assist in driving ISR results for incentive programs and sales promotions within the center Expense management, including T and E and COUPA Transparent communication when making critical decisions that impact employees, contact center, customers, and our business partners Proactively acknowledge personal error and differences in a constructive manner Foster an environment that encourages others to do the same Deliver on commitments and actively share knowledge and best practices Knowledge, Skills, & Abilities Proven leadership potential with a successful track record of performance and results Ability to coach, teach, train, and develop people effectively Demonstrated problem solving, organizational, and planning skills required Ability to effectively lead, facilitate meetings and communicate to audiences of varying skillsets Excellent interpersonal, verbal, and written communication skills dealing with customers, callers, sales, and operations personnel daily Ability to engage and collaborate with management, decision-makers, and influencers at any level. Strong organizational and planning skills Solid ability to multi-task and manage projects with competing deadlines Excellent time management skills, with the ability to prioritize and make sound judgment decisions, is required Ability to work extended hours includes nights and weekends as business needs require This position interacts with CCC teammates and Senior Leadership, CCCI business partners, customers, and consumers Minimum Qualifications High school diploma or GED Knowledge acquired through up to 12 months of work experience Preferred Qualifications High school diploma or GED Knowledge acquired through up to 12 months of work experience 6 months Contact Center experience. Work Environment Office Environment Coca-Cola Consolidated, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.