CABVI is seeking a Shift Supervisor for the DOT to oversee call center operations with and without supervision of Call Center Manager. Organize and supervise day-to-day operations and activities of a contact center team to achieve key performance goals. Will be required in regular intervals to assist with the queue to provide outstanding customer service. Become proficient in handling inbound & outbound calls for assigned account/contract. Support the building and developing of an effective and high-performance team. Shift: 11:30am-8:00pm
KEY JOB ELEMENTS
- Field questions from team and possibly clients; recommend corrective services to address customer complaints, providing guidance and timely feedback.
- Participate in the interviewing and hiring process.
- Assist in training and preparing call center representatives to respond to customer questions and complaints and troubleshot problems with services or products, even those utilizing accessible technology.
- Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Use call-monitoring equipment to complete evaluations of Customer Service Representatives to monitor calls to observe individual demeaner, technical accuracy, and conformity to company and client policy and procedure; provide positive, constructive feedback as required.
*Supervise day-to-day operations and activities of a contact center team in order to achieve key performance goals. Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Build and develop an effective and high-performance team. Provide coaching in order to improve and maintain team performance and is directly responsible for performance management processes for improving agents' key performance metrics.
- Demonstrate professional emotional intelligence leadership skills, modeling professional behavior and boundaries.
- Lead and direct in a manner that creates a positive work environment, inspires employees, ensures a friendly and motivating work environment, exhibits a growth mindset, and produces desired business outcomes.
- Maintain daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required.
- Complete all reporting, CABVI and client specific, by the required due dates.
- Conduct performance reviews with direct reports.
- Work with Contact Center Manager to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Devise possible improvements/solutions for continuous process improvements.
- Keep senior management informed about issues or problems.
- Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction.
- Answer front line customer inquiries as needed during peak or critical times.
- Resolve internal conflicts between employees if manger is unavailable.
- Contribute to the overall efficiency and effectiveness of the department and the agency.
- Consistently achieves annual performance objectives and participates in professional goals.
EDUCATION and/or EXPERIENCE
A high school diploma or GED, one-year experience in customer service and/or Call Center industry, or an equivalent combination of education and experience is required. Previous supervisor or management experience is preferred.
CABVI is an Equal Employment Opportunity employer.
