Call Center Supervisor bei Fleet Response
Fleet Response · Hudson, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Hudson
The Call Center Supervisor at Fleet Response supervises, and coordinates activities of workers providing telephone customer support and claims intake services to callers. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Maintain relationships with clients, vendors staff/coworkers.
Essential Duties and Responsibilities
Includes, but is not limited to, the following:
• Assists Call Center Manager with analyzing data and monitors live phone system to ensure Call Center is performing within standards regarding talk time and wait time.
• Responsible for oversight of an assigned team of Call Center employees.
• Works with Lead and Senior Customer Service Representatives to ensure correction slips are handled effectively and efficiently and deal directly with the call center representatives and any issues with corrections received or consistency or corrections.
• Works with the after-hours call center on questions and problems and escalates problems as needed
• Oversee the training process for new hires as well as ensuring that night procedures and Enterprise system training is done.
• On call for any afterhours escalations.
• Work with outside vendors (after hours, glass and tow) to handle any questions/problems and escalate issues as needed
• Ensures comment card follow up is completed on customer service, rental, glass, and tow issues.
• Communicates with clients on any questions/problems or approvals needed for all accounts.
• Works with Call Center Representatives to answer any questions and to ensure proper procedures and policies are being followed.
• Works with other departments to ensure that the call center is working seamlessly with one another.
• Back up for directly taking calls as part of the Call Center as needed.
• Oversee that proper coverage in the department for scheduled vacations and call offs.
• Work with IT on computer and phone issues that come up for call center and after-hours representatives.
Supervisory Responsibilities:
• Monitors workflow in the Call Center
• Ensuring all new hire training and coaching is completed and documented accordingly
• Answer questions and recommends corrective action to address customer complaints.
• Monitors department to observe employee’s demeanor, technical accuracy, and conformity to company policies.
• Communicate with the Call Center Manager when employee issues arise.
• Works with Call Center Manager on any disciplinary actions.
• Works with Call Center Manager with interviewing candidates for open positions.
• Takes part in parameter calls as needed.
• Takes part in client review meetings as needed.
• Process payroll and approving requested time off for call center employees
• Keeping all documentation up to date on attendance and punctuality
• Manage KPI’s for call center employees
• Motivate and coach staff to bring average speed of answer and talk times down to within or under goal
• Continually coach staff on our CARES initiative (Communication, Accountability, Responsiveness, Empathy, Solution)
• Motive team employees from within for internal promotions
• Serve as a liaison between customers, call center representatives, other departments and leadership.
• Conducts performance reviews.
• Screens, interviews and recommends candidates for open positions within the department.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned this position. They are not to be construed as an exhausted list of all responsibilities, duties, and skills required of individuals performing this job. All personnel may be required to perform duties outside their normal responsibilities from time to time as needed.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
• High school diploma or general education degree (GED); or minimum one year experience and/or training; or equivalent combination of education and experience.
• Prior call center experience in an automotive, insurance, car rental or other related industry required. Prior supervisory and training experience preferred.
LANGUAGE SKILLS
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands and Working Conditions
The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed clearly and understandably both in person and over telephone.
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
WORK SCHEDULE
Monday - Friday - 8:00 am – 5:00 pm or 9:00 am – 6:00pm
Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
