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Caring for students is our first priority.
Charter Contact Center Supervisor
Location
United States
Posted
11 days ago
Salary
0
Seniority
Mid Level
Job Description
Charter Contact Center Supervisor
First Student
• Provide day-to-day supervision of the Charter Center Representatives. • Assign individuals to work schedules and ensure staff adherence to assigned work schedules. • Manage the workforce to ensure that the call service level remains very high. • Track all charter activity and adjust as necessary to avoid conflict with peak call volume. • Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages. • Lead a team of direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions. • Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps. • Build and maintain strong relations with locations (internal customer) • Drive a culture of continuous improvements, new approaches, and personal excellence. • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers. • Run call lists and train outbound CCR’s on what verticals to target. • Ensure that revenue and contact center goals are met and communicate this progress to the CCR’s as a team unit. • Monitor inbound/outbound customer service calls to ensure call integrity, and proper phone technique. • Assist Charter Center Manager in the development and implementation of new programs or processes.
Job Requirements
- College Degree (or work equivalent)
- High School Diploma or equivalent
- At least 2 years proven call center supervisory experience
- 2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
- Strong Computer skills with Microsoft (Word, Excel, PowerPoint) as well as be Internet Savvy
- Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
- Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
- Industry experience preferred.
- Outstanding customer service, communication and interpersonal skills.
- Charter booking experience preferred.
- School Bus transportation experience preferred.
Benefits
- Provide unmatched care and the safest ride to school
- Focus on safety
- Care for our students
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