The Supervisor reports directly to the Manager and is responsible for providing quality and efficient customer service to external customers through daily management of a team of Customer Service Representatives/Dispatchers. The Supervisor will be responsible for motivating, coaching, counseling and problem solving. The Supervisor is also responsible for assisting the Manager with development, analysis and implementation of staffing, training, scheduling, and reward/ recognition programs. Job Duties:
Provide daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and in a knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both external and internal customers. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. Provide appropriate training, coaching, counseling and direction to Customer Service Representatives/ Dispatchers. Address disciplinary and or performance issues according to company policy. Prepare corrective action forms and communicate effectively with employees with regard to the appropriate corrective action as required. Assist Manager with scheduling, and daily operation of call center, including but not limited to any special project assigned. Skills:
Strong customer service skills Ability to communicate in a professional/courteous manner. Exceptional attention to detail oriented task. Qualifications/ Requirements:
High School diploma or GED Excellent Communication skills, both written and verbal. Computer proficiency. Must be able to exercise appropriate judgment in upward communication regarding department or employee concerns. Experience in supervisory role. One year customer service experience desired Bilingual English/Spanish preferred.
3PD, Inc., is an Equal Opportunity Employer All candidates are subjected to criminal background, drug and alcohol screenings
Bck - Supervisory background
CareerBuilder - 19 months ago