The Call Center Supervisor will assist in managing the call center team. They will be responsible for ensuring and maintaining that reps are staying available for inbound calls and maintaining SLA goals. The Supervisor will be responsible for taking/making level 2 escalated calls from/to the consignees and responding to urgent emails from consignees, POP & upper management. The Supervisor will assist the Customer Call Center Supervisor with the hiring and training of new reps for the team. The Supervisor will also update the Missed Calls report, the Call Center Total calls reports daily. The Supervisor will also assist the manager with any other task or projects.
Summary of Essential Job functions:
- Do everything possible to ensure that the consignee has a positive experience with the call center and the overall delivery experience
- Communicate issues and trends that you see related to performance of the team and our overall service
- Handle escalated calls and emails and resolve the issues. Escalate issues you cannot resolve to the appropriate department
- Deescalate an upset customer and come up with a business appropriate solution
- Be proactive
- Answer overflow of incoming calls and make outbound calls as needed
- Monitor inbound calls and staff availability using tools in Five9 to ensure we are meeting SLAs and goals
- Produce daily phone and productivity statistics
- Maintain schedule adherence report
- Assist with problem solving and resolving issues
- Coach team in conjunction with the Customer Satisfaction manager
- Reply to customer emails & consignee emails
- Remove and Add Pro #”s to resources (Reschedules)
- Provide strong analytical problem solving and decision making skills
- Monitor ADD emails in Catamaran to ensure we are resolving issues quickly
- Assist the Customer Satisfaction manager with the teams Q&A process
- Provide leadership, direction, develop and maintain team morale
- Provide feedback on employee performance
- Have a positive & professional demeanor
- Prioritize and multitask and have a strong sense of urgency
- Assist Customer Satisfaction Manager with training as requested and appropriate
- Handle any other tasks or projects as requested
- Other duties as assigned
Job Type: Full-time
Pay: TBD
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- Evening shift
- Monday to Friday
Ability to commute/relocate:
- Henderson, NV 89074: Reliably commute or planning to relocate before starting work (Preferred)
Education:
Experience:
- Supervisor: 3 years (Preferred)
- Call center: 4 years (Preferred)
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
- Weekends as needed
Experience:
- call center: 3 years (Required)
- call center supervisor: 3 years (Required)
Ability to Relocate:
- Henderson, NV 89074: Relocate before starting work (Required)
Work Location: In person