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Call Center Supervisor
2 months ago
CR&R Incorporated is one of Southern California's most innovative and successful environmental collection companies, serving more than 3 million people and over 25,000 businesses throughout Orange, Los Angeles, San Bernardino, Imperial and Riverside counties. In addition, we also have operations in AZ, CO, NV, OR, UT, and WA.
The Call Center Supervisor position is responsible for the ongoing development and motivation of our customer service team and requires extensive knowledge of our company's policies and procedures in order to ensure the delivery of World Class Customer Service.
Primary Duties and Responsibilities:
- Monitor Real Time Display of agents status to provide assistance and ensure adequate phone coverage to achieve service level goal.
- Manage urgent response to all city communications.
- Handle all escalated customer requests.
- Back up agent in queues whenever necessary to maintain service level goal.
- Review customer service/operations inbox to ensure professional and efficient communications between the departments and identify any unnecessary emails being generated.
- Assist in on-going training and development of CSRs for handling all call types from all serviced areas.
- Identify regional differences for goal of standardizing policies across regions.
- Exercise on-going recognition and award programs that will support a positive environment.
- Encourage feedback from CSR team to measure pulse of internal and external customers and share this information with management team.
- Track attendance and enforce policy measures including disciplinary action if required.
- Execute annual performance reviews.
- Handle department reporting and all other duties and assignments as required.
- Support performance efforts to achieve a department scorecard of 90% and better.
- Responsible for supporting and completing required number of quality monitoring sessions.
- Responsible for coaching all team members monthly.
- Responsible for reviewing and approving of CSR team Sales Adjustments.
Qualifications:
- 5 years experience in managing customer service representatives
- Must have strong communication skills (oral and written) and experience with industry knowledge to understand concepts, practices, and procedures.
- Must be self-motivated, self-managed and be able to multi-task with efficient time management skills.
- High School diploma or its equivalent.
- Ability to train and coach individuals to achieve desired results.
- Bilingual in Spanish is beneficial
EEO Statement:
C R & R is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.
