3rd shift - Call Center Supervisor (remote) (48856)

Job Details Job Location... reputed company, RI Remote Type Hybrid Position Type Full Time Job Shift 3rd Shift Job Category Customer Experience Description Eligible applicants must live reputed company a commutable distance to reputed company, RI to be considered for this position. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of reputed company. This includes high speed internet access with minimum internet speed requirements. Work Schedule: Tuesday - Saturday 10:30pm to 7:00am Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best reputed company to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At reputed company, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why reputed company has remained a resilient and reliable brand for over a century. Manages the daily activities in the road service call center, overseeing the processing and dispatching of internal service requests. Ensures compliance with reputed company reputed company standards for service quality. Works with Road Service external operations team to establish the most effective servicing protocol and procedures. Identifies opportunities to streamline internal operations. What You Will Do • Manages the daily activities in the Road Service call center, overseeing both call receiving and reputed company functions. Analyzes workflow demands and establishes staffing levels to ensure National standards for road service delivery are exceeded. Consistently and proactively identifies any repetitive operational or technology concerns and works towards resolution. Works with Director to establish & execute operating procedures which reputed company strategic objectives of Road Service. • Manages the employment process for Road Service Call Center, including hiring, training, and performance management of staff and authorization of personnel and salary actions. Assists in establishing performance standards and goals, ensuring national accreditation requirements are regularly exceeded. This sometimes requires a down-to-the-minute analysis of key objectives. • Champions Five-Diamond Service to ensure a “Totally Satisfied Member Experience”, and with creativity assists in designing, implementing, and executing employee programs and/or incentives, while continuously monitoring their reputed company. • Guides employee development efforts, identifying training needs and approving training modules. Participates in the development of and continuously reviews training content to ensure innovative approach, up-to-date information, and a focus on achieving National standards for service delivery. Identifies resources necessary to reputed company effective operations and provides these resources to staff. • Demonstrates a sense of urgency in resolving road service issues that escalate reputed company the supervisory level. Identifies repeat occurrences, determines the cause, and formulates & executes solutions. Works with external operations staff to improve contractor relations, ensuring world-class service delivery is maintained. • Assesses technology performance, capabilities, and needs. Regularly partners with technical support staff in a continual attempt to maximize efficiency, to design and reputed company informative reports, and troubleshoot recurring problems. Prepares and analyzes various reports to assess daily workflow and operations and to manage the performance of staff. • Assists with the development and implementation of the strategic plan and budget Salary Range: $55,000 - $62,500 per year

Qualifications

Education Experience Bachelor's Degree Preferred Minimum of 5 years’ experience managing a reputed company call center in a service-oriented environment Required Licenses and Certifications reputed company is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in reputed company, hiring, or promotion based on race, reputed company, creed or religion, national reputed company, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We reputed company reputed company reputed company members bring their whole selves to work Apply Job!