Questions? 1-888-481-3375

Call Center Supervisor

Indianapolis, IN

Apply Now

Description

RemX is seeking to hire a positive individual for a supervisor role for our customer service team for a parking business.

 

POSITION HIGHLIGHTS

Payrate: $21.00/ hour PLUS $3/hour attendance bonus

Training Length: One week, but can be longer depending on the individual

Training Schedule: Day shift

Post Training Schedule: ROTATING BIWEEKLY

  • Week 1: Monday – Friday 7a – 3p
  • Week 2: Tuesday – Friday 7a-3p, Saturday 11a-7p
  • Week 3: Monday – Friday 7a – 3p
  • Week 4: Tuesday – Friday 7a-3p, Saturday 11a-7p

 

WHAT YOU WILL DO

Manage the daily operations in the Call Center for your scheduled shift.  In this will include a weekend shift.

Watch for trends and respond accordingly

  • High call volumes from a facility or lane.
  • Missed calls
  • A CSR that has been on a call for an extended amount of time

Email support with appropriate log and call information for technical issues.

Work with facility contacts as issues are handled in the call center

  • Ensure the facility is aware of potential problems.
  • When appropriate identify solutions to prevent repetitive occurrences
  • Create dialog that helps keep the call center aware of events and needs for those events

Inquire on issues if they do not seem to have been addressed

Help encourage communication and actions that support a professional and positive environment in the Call Center.

Identify behaviors that have a negative impact on the environment and work with the Call Center Manger to address them appropriately. 

Complete daily shift updates via Teams chat

Address training issues with calls as they occur

Participate in daily staff interactions face-to-face and via skype/teams/zoom

Clear up issues with facility notes and information

  • Ensure notes are up to date based on interactions with customers and garage staff.
  • Keep the Alerts and Data lists clean and up to date.

Consistently review (live and via video) calls and interactions between the CSRs and facility customers and managers

  • Ensure CSRs receive timely feedback on their performance
  • Find ways to highlight the positive calls to the team
  • Address areas of concern with individual CSRs directly
  • Work with Call Center Manger to implement a path to address repetitive team and individual CSR issues as needed

Work with QA Manger to complete audits as necessary for CSR or Facility hot topics

Represent the core values of Parker to co-workers, leadership, facility contacts and facility customers

Help maintain a culture that consists of:

  • Teamwork
  • Communication
  • Acceptance and appreciation for hard work, dedication, and respect for the job

 

 

Job Requirements

WHAT YOU HAVE

Associates Degree or two years of college

5 years of call center experience OR Previous supervisory experience

Demonstrated ability to work with others to gather information or insight

Demonstrated ability to foster teamwork and achieve goals by motivating others

 

For immediate consideration, Please send your resume directly:

Briana.Cranmer@RemX.com

Apply Now