| Job ID: | 2073 | Job Title: | Call Center Supervisor |
| City: | Westwood | State: | MA |
| Duration: | Full Time | Number of Openings: | 1 |
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| Job Description: | |||
| SUMMARY: Call Center Supervisors set the vision, direction, and culture of their teams by managing individual and team performance expectations. They are responsible for providing individual feedback at least once per month, setting goals that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, determining the need for disciplinary action, writing and delivering disciplinary actions, applying call center policies in a fair and consistent manner, and serving as point of contact for escalated situations. The Call Center Supervisor will be effectively using various tools, running reports, improving processes and systems by providing meaningful feedback to their manager, demonstrating excellent problem solving skills, and leading by example while demonstrating a variety of coaching styles and techniques. ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned. • Monitors phone calls and provides feedback to achieve key performance metrics in call center. • Recommend and implement service recovery measures. • Research and respond to all escalated inquiries regarding LoJack products and services, as well as complaints, emails, letters and calls. • Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. • Coach team members on their performance on a regular basis, and write and deliver an annual performance appraisal. • Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. • Consistently monitor team to proactively identify potential problems and implement resolutions. • Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.). • Able to take end-to-end ownership of employee issues that require liaison with others. • Determine work procedures, prepare break and lunch schedules to maximize workflow. • Monitors ACD Queue consistently to ensure that we are handling calls according to set metrics • Oversee all task-oriented functions in the department to ensure timely completion. • Hire and discipline department personnel. • Measure & communicate pending install requests to ensure completion of orders. • Coordinate and/or deliver training to call center personnel as needed. • Assist in handling call volume as necessary. CONTROL RELATED RESPONSIBILITIES: • Monitor incoming ACD calls to ensure adherence to scripts, policies and procedures. • Supervise all functions pertaining to the department. • Conduct performance appraisals and initiate corrective action. • Monitor and track errors committed by personnel, and communicate corrective action QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Bachelor Degree preferred. • 5 years of Customer Service experience a must, with a minimum of 3 years of supervisory experience. • Ability to observe trends and recommend process improvements. • Ability to work in a matrix environment including interacting with peers and supervisors in different locations. • Strong analytical skills and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement are strongly preferred. • An ability to motivate and inspire large groups of people is a must. • Proven time management skills with an ability to multi-task. • Excellent customer service and support skills. • Able to work well under pressure. • Exhibit professional demeanor with strong written and oral communication skills, including presentation skills • Able to work a flexible schedule including weekends. • Experience with providing and receiving coaching and feedback. • Able to encourage, motivate and provide recognition. • Ability to work with minimal supervision COMPUTER SKILLS: Must be proficient with Microsoft Office with strong PowerPoint, Word, and Excel skills. Must have experience using contact management software: CRM, I3 CIM CERTIFICATES, LICENSES, REGISTRATIONS: N/A. SUPERVISORY RESPONSIBILITIES: Direct Supervision of 15-20 Customer Service Representatives, Leads, and Support Personnel. |
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| Job Requirements: | |||
| QUALIFICATIONS: • Bachelor Degree preferred. • 5 years of Customer Service experience a must, with a minimum of 3 years of supervisory experience. • Ability to work in a matrix environment including interacting with peers and supervisors in different locations. • Strong analytical skills and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement are strongly preferred. • An ability to motivate and inspire large groups of people is a must. • Proven time management skills with an ability to multi-task. • Excellent customer service and support skills. • Exhibit professional demeanor with strong written and oral communication skills, including presentation skills • COMPUTER SKILLS: Must be proficient with Microsoft Office with strong PowerPoint, Word, and Excel skills. Must have experience using contact management software: CRM, I3 CIM |
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Benefits: In addition to challenging career opportunities, LoJack offers highly competitive compensation and benefit packages including medical (BCBS & Delta Dental), 401(k), 100% company funded employee life insurance, short and long term disability, flexible spending account, 529 plan, discounted home and auto insurance, discounts on LoJack products, employee referral incentives, company paid holidays and vacations. We are committed to creating a work environment that results in success. We have created a culture that fosters professional development and personal growth, a balanced life, and satisfaction through accomplishing measurable goals while securing superior customer satisfaction. |
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