"Facility Maintenance Optimization has transformed our department from being seen as a ‘necessary evil’ into one looked to for innovation and thought leadership."
After completing the employment application, please attach it to an email and send to hr@facilitysource.com along with your resume and any salary expectations.
Call Center Supervisor-2nd Shift
The Operations Supervisor will report to the Call Center Director. This position will be responsible for supervising the call center team in the customer transaction center. The Supervisor will also be responsible for the day-to-day performance of the call center representatives to include escalation of phone calls –store manager or client efficiency, ensuring all calls are being dispatched correctly – warranty calls, client notification calls, etc. Must ensure hourly productivity of all CSR’s to hold all accountable for call queue, abandon calls – call back to dropped customers, call wait time for all clients, request follow-ups – acceptance of work orders- missed ETA’s – technicians on-site – quality surveys –The Supervisor will receive and analyze all hourly reads provided by CSRs leads and hold the staff accountable for all transaction center Service Levels. Must learn all customer business rules and understand all work flows to ensure positive productivity in the call center.
Essential Duties and Responsibilties
- Supervise call center staff and the day-to-day performance of all operational activities
- Planning and reviewing procedures and improvement processes
- Accountable for delivering Key Performance Indicators measures to call center staff
- Handle daily performance feedback
- Ensure regular communication to call center staff as provided by Call Center Manager
- Daily interaction and follow-up on work orders with call center staff
- Monitor real-time performance management, communications and discipline and shared with Call Center Manager
- Coordinate resources for team projects and initiatives
Qualifications:
- Coordinate resources for team projects and initiatives
- Excellent communication, interpersonal and coaching skills
- Ability to motivate team members
- Excellent organizational and analytical skills
- Ability to prioritize job functions
How to Apply:
Please reply with a resume to hr@facilitysource.com. The most qualified applicants will be contacted for an interview. FacilitySource, Inc. is an EOE.
