Customer Support Supervisor, IT - Lakeland
Publix 4,589 reviews - Lakeland, FL

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The primary responsibilities for this position include:
• provides associate coaching, direction, insight, guidance, support, and counsel to customer support analysts
• provides supervision and direction for associates and assigned processes
• participates in hiring selections, counseling, performance reviews, personnel issues, and work prioritization
• plans, reviews, and administers training of associates.
• inspires and creates positive avenues for change
• participates in establishing and monitoring departmental KPIs and measurement reporting
• monitors department incident and call queues and takes appropriate action when targeted service levels are breached
• ensures adequate resources are in place to meet customer demands
Required Qualifications
The required qualifications for this position include:
• experience working in a Customer Support/Service or Help Desk environment
• willing to work shift work
• excellent communication and interpersonal skills
• highly developed ability to organize, plan, and prioritize
• high degree of self-motivation and commitment
• customer-focused
• high degree of maturity, tactfulness, and business ethics
• ability to work on multiple tasks at the same time
• highly developed problem-solving skills
• ability to make consistently correct judgments under pressure
• ability to build and maintain positive relationships with team members, other Publix departments and Publix vendors
• demonstrates maturity and integrity in all situations
• excellent leadership and supervisory skills
• ability to maintain confidentiality with associate and business information
• responsible for maintaining knowledge of current technology
• good human relation skills (the ability to work well with others and be a team member)
• show enthusiasm, initiative and pride in work, and a
• commitment to Publix and our Mission.
Preferred Qualifications
The preferred qualifications for this position include:
• previous management experience or experience providing leadership to small teams
• retail knowledge
• experience with incident-management processes and call center tools such as Service Center and Symposium
• basic knowledge of Symposium Call Center telecommunications system, and
• experience using MS Office tools such as Word, Excel, Access, Outlook, and PowerPoint.
Additional Information
Once your application has been successfully submitted you will receive a confirmation email.
Please be sure to monitor your email daily for communications you may receive during the recruiting and selection process for this position.
· Employee stock ownership plan that contributes Publix stock to associates each year at no cost to you
· An opportunity to purchase additional shares of our privately-held stock
· 401(k) retirement savings plan
· Group health plan (with prescription benefits)
· Group dental plan
· Group vision plan
· Sick pay
· Long-term disability insurance
· Company-paid life insurance (with accidental death & dismemberment benefits)
· Tuition reimbursement
· Vacation pay
· Free hot lunches (buffet-style) at facilities with a cafeteria
· Paycheck direct deposit
· Credit union
· Access to over 50 discount offers including discounts on computer, vehicle and wireless purchases
• 6 paid holidays (associates can exchange the following holidays with their manager’s approval: New Years Day, Memorial Day, Fourth of July, and Labor Day).
Work Environment
Year End Bonus
One month’s pay (pro-rated in the first year) if associate remains employed through issue date of the bonus check.
Other Compensation

About this company
4,589 reviews
Careers at Publix If you think shopping at Publix is a pleasure, try working here! It's very satisfying to work for – and to be an...