SIRVA, Inc. is a leading worldwide provider of relocation and moving solutions. We conduct more than 300,000 relocations every year, transferring corporate and government employees and moving individual consumers. With more than 2,300 employees and an extensive network of agents and other service providers, SIRVA operates in more than 150 countries. SIRVA’s brands include Allied, Allied International, Allied Pickfords, Allied Special Products, DJK Residential, Global, northAmerican, northAmerican International, SIRVA Mortgage, SIRVA Relocation and SIRVA Settlement.
SIRVA provides the best mobility experience at the lowest total cost. We do this by our unparalleled performance, driven by our unique approach which is a result of proven experience. Our 15 years of fixed fee experience, exceptional van line heritage, and strong global presence are key factors in the foundation of our unique experience. Due to this foundation, we approach the business differently than others. Our exceptional approach in supply chain management, governance, risk management, process improvements, and more, results in our superior service and performance. And ultimately, SIRVA’s superior service and performance drives our high customer satisfaction.
Our exceptional performance is continuously recognized. In 2009, SIRVA placed as one of the top three providers in 21 out of 24 areas surveyed in the Trippel Survey & Research LLC, Eighth Annual Relocation Managers Survey: Relocation Management Company Industry.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
Call Center Shift Supervisors maintain the vision, direction, and culture of their teams set by department by managing individual and team performance expectations and daily tasks. They also monitor daily inbound and outbound call volumes to ensure all department goals are attainable. They are responsible for providing individual feedback at least twice per month, ensuring goals are met, monitoring calls and service levels, improving customer satisfaction, schedule adherence, initiation and creation of corrective action due to performance or attendance, applying LMP call Center policies in fair and consistent manner as created by leadership team, and serving as point of contact for escalated situations.
Call Center Shift Supervisors will be using various tools provided by department, running reports, improving processes and systems by providing meaningful feedback to management, demonstrating excellent communication skills, possessing the ability to work with minimal supervision, strong problem solving skills and to lead by example demonstrating a variety of appropriate coaching styles and techniques. Supervisors will take direction from LMP Operations Manager and LMP Quality Assurance Manager as well as provide feedback to management with regard to both quality and the operations process.
Essential Functions and Responsibilities:
Monitors phone calls and provides feedback to meet key performance metrics
Recommend and implement service and system improvements
Research and respond to all escalated inquiries regarding LMP products and services, as well as complaints, and calls from staff and consumers
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 as well as quarterly performance assessments
Communicate positive as well as constructive feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific including goals and timelines for improvement and encouraging all team members to continuously improve
Consistently monitor team to proactively identify potential problems and implement resolutions
Monitors ACD Queue consistently to ensure that we are handling calls according to set metrics
Coordinate and/or deliver training to call Center personnel as needed
Assist in handling call volume as necessary
Monitor incoming ACD calls to ensure adherence to quality goals, scripts, policies and procedures
Conduct performance appraisals and initiate corrective action
Monitor and track errors committed by personnel, and communicate corrective action
High School Degree or equivalent required
4 years of Customer Service experience, with 2 years of supervisory experience or equivalent
Experience in an inbound and/or outbound sales and/or customer service environment
Ability to observe trends and recommend process improvements
Strong analytical skills and the ability to apply them to all areas of problem solving and process improvement
An ability to motivate and inspire large groups of people is a must
Excellent time management skills with the ability to multi-task
Excellent customer service and support skills
Ability to work well under pressure
Exhibit professional demeanor with strong written and oral communication skills, including presentation skills and analysis of data
Able to work a flexible schedule which includes weekends and evenings
Experience with providing and receiving coaching and feedback
Able to encourage, motivate and provide recognition
Proficiency with Microsoft Office including Excel, Word, Power Point
Experience with dialing systems and call center technology preferred