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Call Center Supervisor

Fairborn, OH
Excellent opportunity for a Call Center Supervisor in the Dayton, OH area!
 
Key Responsibilities:
 
  • Manages 3-4 call center representatives
  • Responsible for internal schedules as well to make sure phones are always covered for vacations, lunch breaks, etc.
  • Manage processes for service calls
  • Implements process controls, manages day-to day operations risk and handoffs between various internal departments in the account
  • Dispatch technicians, scheduling of service calls and filling technician routes efficiently and effectively
  • Ensure teams are meeting metrics
  • Plans and executes on the job training for new hires, cross training within processes
  • Monitor team's time management and schedule adherence
  • Daily team huddles / work prioritization
  • People Conflict and Issue Management
 
Requirements:
  • High School Diploma
  • 4+ years of call center and customer service experience with at least 1 year as a leader
  • Skilled in reading a map - must be efficient with scheduling routes to minimize time and not having techs waste time traveling/back tracking.
  • Proficient with MS Office (Word, Excel, PowerPoint)
  • Has the ability to make judgement based on practice and previous experience
  • Excellent communication skills
  • Good listener and communicator who effectively conveys information verbally and in writing
  • Strong interpersonal and people management skills
     
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