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About Our Company
C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.
Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
The Supervisor provides day to day direction to the Employee Resource Call Center Representatives, and supervises the effectiveness of the center's operations including making necessary adjustments to ensure a high level of customer service. The Supervisor is responsible for operational performance, quality, service environment and regulatory compliance, and oversees the human resources needs and services for the Employee Resource Center.
Supervise the Employee Resource Center (ERC) operations to ensure effective delivery of services and accountabilities. This includes tracking and keeping management well-informed about issues, problems, and possible areas of enhancements.
Supervise ERC team members, including but not limited to hiring, training, mentoring, coaching, maintaining work schedules, authorizing time off requests, conducting performance assessments, and providing feedback based on performance metrics. Ensure adherence to policies for attendance٫ established procedures and policies.
Monitor performance against service level targets and modify processes, workflows, staffing and other resources to achieve target results.
Monitor phone queue throughout the day and manage representatives appropriately to ensure timely support is provided.
Collaborate with HR Shared Services to ensure knowledge-based/content management solution and case management solutions stay current. Identify knowledge gaps within team and collaborate with applicable functions to provide appropriate training to representatives.
Prepare weekly/monthly scorecards for service level metrics and representative performance metrics.
Anticipate escalation and take over calls when needed.
Complete additional projects and other duties as assigned.
Travel Required: No
Years Of Experience
0-2: Years of experience In Leadership roles
2-5: Years of experience as a Call Center Representative
0-2: Years of experience in a Human Resources Call Center preferred
Bachelor's Degree - Business Administration/Management, SHRM Certified Professional (SHRM-CP) - Society for Human Resource Management
1st Shift (United States of America)
C&S Wholesale Grocers, Inc.