Call Center Supervisor at Pbv

Unbottle YOUR Potential at Pepsi Bottling Ventures!

At Pepsi, we spread home-grown joy, in our special Pepsi Bottling Ventures way! Pepsi Bottling Ventures is the nation’s largest private bottler and distributor of Pepsi beverages. Pepsi Bottling Ventures is based in NC, SC, MD, & DE.

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Job Description

Pepsi Bottling Ventures is seeking a Call Center Supervisor to join our team.

Who We Are

We are jointly owned by Suntory and PepsiCo. Suntory is a family-owned business founded in Japan more than 125 years ago that is known globally for their beverages and innovative spirit. PepsiCo has a 125-year plus legacy as a global leader in convenient foods and beverages. We represent Suntory’s non-alcoholic beverage industry in the United States and have an 80-year plus legacy of providing PepsiCo products to the Carolinas and beyond.

What We Do

We make, sell, and distribute PepsiCo and other beverages. We do business in five states and sell PepsiCo beverages to most of the market in our geographic regions. We also develop our own line of beverages, producing and distributing a growing product line nationally.

What Makes Us Unique

We bring you the beverages you love. We bring PepsiCo’s beloved beverages and more to you and our customers. As a part of Suntory, we believe in dreaming big and boldly pursuing our dreams, growing for good, and giving back to society. We innovate to create new beverages, like our Nature’s Twist refreshing lemonade line, and we continuously expand our beverage portfolio to bring you and our customers joy.

What We Look for in Leaders

Our leaders embrace a coaching leadership style. We look for leaders that empower all team members. Our leaders value integrity, teamwork, accountability, adaptability, and communication in all they do and expect from their teams.

Call Center Supervisor Role Overview

Manages a blended team of Sales Associates, Marketing Equipment Service associates, Marketing Equipment Coordinators, and Sales Coordinators in a multi-channel call center, ensuring individual associate achievement in KPI’s which include increase sales,  equipment repair revenue, efficiency, productivity and customer satisfaction.

Day-to-Day Responsibilities

• Provides leadership and coaching to call center hourly employees to help them achieve and exceed daily, weekly and quarterly goals.
• Analyze daily, weekly periodic and quarterly reports to improve agent performance.
• Perform quality assurance monitoring.
• Administers PBV HR Policies and Guidelines.
• Hire, train and develop new front line call center employees.
• Assist in the development and implementation of new procedures and policies.
• Workforce scheduling ensuring that call center is appropriately staffed and achieving contact service levels.
• Other duties as assigned.

Required Qualifications

• High School Diploma or GED required or two (2) years experience in a supervisory role or one (1) year experience in a Call Center Supervisory role required. 
• Must have working knowledge of inbound and outbound call center dialing best practices. 
• The successful Contact Center Team Manager will be positive and have exceptional interpersonal skills with the ability to maintain a positive environment while achieving above average results.
• This person needs to be organized, have strong verbal and written communications skills as well as be able to use logic and reason to make sound decisions.
• The person will be able to lead individuals through change successfully and coach employees to optimal performance. 
• The successful CCTM will also be able to use technology to monitor and analyze the performance of their direct reports.
• The individual will have proven experience with HR policy administration and enforcement.

Compensation and Benefits

• As part of your total compensation package, you will also receive the following benefits:
  • Paid time off, including holidays, vacation days, personal days, parental leave, and bereavement leave
  • 401(k) with a company match
  • Medical, prescription, dental, and vision insurance options, as well as supplemental health plan options, including accident, critical illness, and hospitalization
  • Saving and spending accounts
  • Company-paid telemedicine services
  • Free counseling and information services
  • Wellness program
  • Company-paid life insurance
  • Company-paid disability coverage
  • Adoption assistance
  • Education assistance
  • Legal service plan option
  • Pay advance option

Unfortunately, we will be unable to offer visa sponsorships to candidates.

EOE M/F/D/V

Pepsi Bottling Ventures is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. All employment decisions are based on valid job-related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1-800-662-8792 or via e-mail at [email protected]