Call Center Supervisor - Emergency Road Service
- Grand Island, NE
- Permanent
- Full-time
- Vacation after six months
- 401K and matching contributions
- Health, dental and vision insurance
- Short and long term disability insurance
- Life insurance
- A clearly defined path for growth
- On-demand pay with PayActiv (access to earned but not yet paid wages)
- And much more!
- Manages, supervises, and coordinates the activities of team employees in conjunction with Call Center Manager.
- Develops and implements measurement standards to assess whether goals are met.
- Implements a sustainable plan of programs with the goal to develop a strong staffing pipeline.
- Plans, supervises changes and manages shift operations of the Call Center team.
- Maintains current knowledge of industry and new developments.
- Responsible for monitoring s and improving call center performance levels.
- Supervises team members with management of open ticket queue at all vendors.
- Motivates, coaches, and retains team members.
- Responsible for follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolution to case records.
- Generates reporting daily, weekly, monthly, and quarterly, regarding agent performance metrics, customer calls detail, resolution status, and historical trends.
- Provides friendly and competent customer service.
- Collaborates with the Call Center Trainer to develop and implement process and procedures including changes within the industry.
- Reports for work in a timely manner when scheduled.
- Assists in other duties, as assigned.
- Provides supervision of Customer Care Center and works jointly with other supervisors.
- 3-4 years customer service and dispatching experience in a call center environment.
- 1-2 years of supervising experience of teams with 5-10 employees.
- Hard Skills: Microsoft Office knowledge, Customer Service Software,30+ WPM required, Event Management, AS400, VOIP Phone System knowledge helpful.
- Soft Skills: Reasoning ability, problem solving, excellent verbal andwritten communication skills, customer focus, ability to learn quickly, strong management skills, organized, detail oriented, ability to dissolve conflict and diffuse situations, patience, thorough follow up, and ability to multitask.
- Available to work up to 50 hours per week.
- Available to work day or night as needed.
- Able to work weekends, holidays, and as needed.
- Must be able to communicate in English. – IF APPLICABLE
- Able and willing to deliver friendly, courteous, and prompt customer service.
- Able and willing to work cooperatively with other team members.
- The employee must occasionally lift and/or move up to 40 lbs., while performing the duties of this job, the employee is required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.