Advanced Contact Team Supervisor  (Call Center Supervisor)

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Advanced Contact Team Supervisor  (Call Center Supervisor)

Job ID #

J0621

Job Family:

Supervisor

Reports To Position:

Senior Leadership

FLSA

EXECUTIVE EXEMPTION

PRIMARY PURPOSE

Responsible for supervision of the Advanced Contact Team (ACT); provide support, coaching and development of advisors. Promote consistency and productivity within the ACT department.

ESSENTIAL FUNCTIONS

Responsible for directing day-to-day work and performance of designated team advisors; prepare all applicable paperwork including annual reviews, Performance Counseling Reports (PCR’s) and other performance related documentation. Perform monthly one on one feedback sessions with advisors, reviewing performance relative to department Key Performance Indicators (KPIs) and opportunities for career development.

Responsible for monitoring the department call flow; make timely decisions to improve service levels. Provide ACT staff with tools and resources to handle calls with the highest level of customer service and professionalism.

Provide guidance to ACT staff on decisions related to accidents, accident equipment removal, storage of equipment, accident clean-up, breakdown repairs and claims and repair order creation, etc.; make timely decisions to appropriately direct best practices and ensure optimal problem resolution.

Responsible for planning, scheduling and organizing assigned team members, while minimizing costs and maximizing team productivity.

Negotiate costs incurred during accidents and equipment breakdown, to locate and hire the best qualified vendor in the best interests of the company. Responsible for the proper investigation and recovery of all warranties possible during the vendor selection and outside repair process.

Control payments issued through purchase order, Com-check, Pinnacle, MVP Preferred and Fleet charge accounts.

Proactively work to assist others in achieving the organization's objectives.

Associates degree or equivalent combination of education and/or experience required.

3+ years experience in a leadership role providing coaching and development to others OR a minimum eighteen (18) months direct ACT experience with demonstrated ability to effectively provide direction to others and proven success in training, coaching and development of ACT advisors

Internal candidates must maintain a minimum six (6) months sustained excellent performance in all KPI categories in order to be considered for the Supervisor role.

Ability to provide leadership in a fast paced, high volume, 24x7 call center environment

Flexibility with work schedule

Excellent verbal and written communication skills

Decision making skills with ability to negotiate effectively.

The Company is an equal employment opportunity employer.  The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.  The Company also prohibits harassment of applicants and employees based on any of these protected categories.