Call Center Team Supervisor

About Global Water Resources, Inc.:

Global Water Resources, Inc. is a leading water resource management company that owns and operates 32 systems which provide water, wastewater, and recycled water services. The company’s service areas are located primarily in growth corridors around metropolitan Phoenix. Global Water recycles over 1 billion gallons of water annually.

The company has been recognized for its highly effective implementation of Total Water Management (TWM). TWM is an integrated approach to managing the entire water cycle that involves owning and operating water, wastewater, and recycled water utilities within the same geographic area in order to maximize the beneficial use of recycled water.

Global Water has received numerous industry awards, including national recognition as a ‘Utility of the Future Today’ for its superior water reuse practices. The company also received Cityworks’ Excellence in Departmental Practice Award for demonstrating leadership and creativity in applying public asset management strategies to daily operations and long-term planning.

In addition to competitive wages and an excellent benefits package, you will have the opportunity to join an outstanding and incredibly talented team committed to the values of internal and external exceptional service. Global Water supports the growth and development of our employees. We are looking for individuals that are creative, motivated, and dedicated. If you are interested, send your resume to careers@gwresources.com. Please reference the position title in the subject line of your emails.

Supervisor of Call Center

The Call Center Supervisor provides leadership and support to the customer service department, ensuring a high level of customer satisfaction and operational efficiency. This role serves as a point of escalation for customer issues, offers guidance and coaching to agents, and ensures adherence to departmental goals and policies. The supervisor will also act as a high-level user for the Five9 call center application, assist with the onboarding and training of new team members, and oversee the execution of assigned tasks or projects. This position requires a comprehensive understanding of the company’s policies, procedures, and service standards.

Primary Responsibilities:

Qualifications/Skills:

The ideal candidate will demonstrate the following competencies and qualifications to successfully perform the essential functions of the role:

Basic Skills:

Identify problems and review related information to develop and evaluate options and implement solutions. Use logic and reasoning to solve problems. Understands written communication and work-related documents and technology. Written and verbal communication skills to effectively convey information as appropriate for the needs of customers. Able to cope with pressure and deadlines.

Proficiency in basic computer applications; familiarity with the Five9 call center software is a plus.

Social Skills:

Able to act in a respectful, knowledgeable, and professional manner with employees and external partners at all levels. Able to engage in regular interaction involving exchange and receipt of complex information. Adjusts own actions in relation to other’s activities. Works to reconcile differences, actively looking for ways to help people and Global Water Resources be successful. Maintains professionalism in the face of deadlines: exhibits good listening, negotiation, persuasion, and critical thinking skills. Manages confidential information with discretion and trustworthiness.

Essential Job Functions

Basic Skills:

Identify problems and review related information to develop and evaluate options and implement solutions. Use logic and reasoning to solve problems. Understands written communication and work-related documents and technology. Written and verbal communication skills to effectively convey information as appropriate for the needs of customers. Able to cope with pressure and deadlines.

Proficiency in basic computer applications; familiarity with the Five9 call center software is a plus.

Social Skills:

Able to act in a respectful, knowledgeable, and professional manner with employees and external partners at all levels. Able to engage in regular interaction involving exchange and receipt of complex information. Adjusts own actions in relation to other’s activities. Works to reconcile differences, actively looking for ways to help people and Global Water Resources be successful. Maintains professionalism in the face of deadlines: exhibits good listening, negotiation, persuasion, and critical thinking skills. Manages confidential information with discretion and trustworthiness.

Physical Demands:

Sitting for extended periods; prolonged periods of time with repetitive motions of hands and fingers, close vision, distance vision and ability to adjust focus, use of fingers to grasp and move small objects, ability to hear and recognize sounds. Work is performed in an office.

Core Values:

Applicant must understand, identify with, and adhere to the Global Water Resources Core Values:

General:

Must have a satisfactory outcome of drug testing, criminal record checks, motor vehicle record, credit records, prior to starting employment. Must have a valid Driver’s License. This is an in office position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Global Water Resources, Inc. is an equal opportunity employer.

Job Type: Full-time

Expected hours: No less than 40 per week

Benefits:

Schedule:

Work Location: In person