Floor Operations Supervisor ID-21082
Location(s): United States of America City/Cities: Remote Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: March 17, 2025 Shift: Job Description Summary: The Consultant, Floor Operations Supervisor is responsible for overseeing the day to day operational execution of the Contact Center functions, providing support to the Contact Center associates by assisting in their development, analyze trends for action, support process improvements, and promote improved performance via the sharing of best practices.
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Function Related Activities/Key Responsibilities: Act as subject matter expert and share best practices with frontline teams and support groups. Assist in monitoring day-to-day operations to ensure all work is completed timely, and team members are productive. Within established guidelines, take action and/or proactively notify leadership of unexpected circumstances that may impact current or future operations. Provide supplemental coaching and assist in developing associates to achieve and maintain higher performance, drive consistent call quality and adhere to Contact Center processes and procedures. Leverage standardized reports daily, weekly and monthly to identify trends, performance gaps and/or other potential opportunities for improvement. Take action verbally and/or in writing to address any opportunities identified. Creatively develop and implement departmental activities and training to support equipment service initiatives as assigned. Support leadership team as necessary with activities such as schedule changes, time keeping system review, team meeting facilitation, attendance tracking and quality monitoring. Utilize various Contact Center systems to research individual customer complaints and/or process improvement opportunities. Education Requirements: Bachelor's Degree or Related Work Experience Call Center experience Knowledge of Workforce Management systems Supervisory experience Functional Skills: Operation Management Problem Solving Communication What We Can Do For You Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day. Skills: Pay Range: $79,300 - $96,000 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws. The Coca-Cola Company is a global community of passionate employees who are refreshing the world and making a difference every day. Innovation has been at the heart of our story since 1886. It goes beyond new flavors and brands. Learn more about our system and how we’re making an impact. We believe a diverse, equitable and inclusive workplace makes us a stronger and more innovative company. This includes supporting the financial and personal well-being of our employees. Learn more about our benefits. We empower each and every one of our employees across the globe to prioritize their career development by building capabilities, developing new skills, and leaning into new experiences. Learn how we provide support and clarity on defining your own career so you can thrive. We’re glad you’ve chosen to explore your next career opportunity with The Coca-Cola Company. Learn more about our hiring process and pick up tips on how to showcase your experience and skills so you can stand out and thrive.
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Function Related Activities/Key Responsibilities: Act as subject matter expert and share best practices with frontline teams and support groups. Assist in monitoring day-to-day operations to ensure all work is completed timely, and team members are productive. Within established guidelines, take action and/or proactively notify leadership of unexpected circumstances that may impact current or future operations. Provide supplemental coaching and assist in developing associates to achieve and maintain higher performance, drive consistent call quality and adhere to Contact Center processes and procedures. Leverage standardized reports daily, weekly and monthly to identify trends, performance gaps and/or other potential opportunities for improvement. Take action verbally and/or in writing to address any opportunities identified. Creatively develop and implement departmental activities and training to support equipment service initiatives as assigned. Support leadership team as necessary with activities such as schedule changes, time keeping system review, team meeting facilitation, attendance tracking and quality monitoring. Utilize various Contact Center systems to research individual customer complaints and/or process improvement opportunities. Education Requirements: Bachelor's Degree or Related Work Experience Call Center experience Knowledge of Workforce Management systems Supervisory experience Functional Skills: Operation Management Problem Solving Communication What We Can Do For You Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day. Skills: Pay Range: $79,300 - $96,000 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws. The Coca-Cola Company is a global community of passionate employees who are refreshing the world and making a difference every day. Innovation has been at the heart of our story since 1886. It goes beyond new flavors and brands. Learn more about our system and how we’re making an impact. We believe a diverse, equitable and inclusive workplace makes us a stronger and more innovative company. This includes supporting the financial and personal well-being of our employees. Learn more about our benefits. We empower each and every one of our employees across the globe to prioritize their career development by building capabilities, developing new skills, and leaning into new experiences. Learn how we provide support and clarity on defining your own career so you can thrive. We’re glad you’ve chosen to explore your next career opportunity with The Coca-Cola Company. Learn more about our hiring process and pick up tips on how to showcase your experience and skills so you can stand out and thrive.
