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Emergency Road Service Call Center Leader
2 months ago
Position Overview:
The Emergency Road Service Call Center Leader is tasked with overseeing, guiding, mentoring, and directing all tiers of Emergency Road Service Dispatchers within the Call Center. This role is pivotal in ensuring that our customers receive exceptional service, reflecting the company's commitment to excellence.
Key Responsibilities:
- Manage and coordinate the daily activities of team members alongside the Call Center Manager.
- Establish and implement performance metrics to evaluate the achievement of objectives.
- Develop a sustainable staffing strategy to ensure a robust talent pipeline.
- Oversee shift operations and manage changes within the Call Center team.
- Stay informed about industry trends and advancements.
- Monitor and enhance call center performance metrics.
- Supervise team members in managing the open ticket queue across all vendors.
- Inspire, coach, and retain team talent.
- Handle customer case follow-ups and escalations, ensuring resolutions are documented.
- Generate comprehensive reports on agent performance, call details, and resolution trends.
- Deliver friendly and proficient customer service.
- Collaborate with the Call Center Trainer to refine processes and procedures in line with industry changes.
- Ensure punctuality and reliability in attendance.
Additional Duties:
- Assist with other responsibilities as assigned.
Supervisory Role:
- Provide oversight of the Customer Care Center and collaborate with fellow supervisors.
Qualifications:
- Education and Experience: 3-4 years in customer service and dispatching within a call center environment; 1-2 years in a supervisory capacity managing teams of 5-10 employees.
Minimum Requirements:
- Hard Skills: Proficiency in Microsoft Office, Customer Service Software, typing speed of 30+ WPM, Event Management, AS400, and familiarity with VOIP Phone Systems.
- Soft Skills: Strong reasoning and problem-solving abilities, excellent verbal and written communication, customer-centric approach, quick learner, effective management skills, organized, detail-oriented, conflict resolution capabilities, patience, thorough follow-up, and multitasking proficiency.
- Availability to work up to 50 hours per week, including days, nights, weekends, and holidays as required.
- Must possess the ability to communicate effectively in English.
- Demonstrated commitment to providing courteous and prompt customer service.
- Ability to work collaboratively with team members.
Physical Requirements: The physical demands outlined here represent those that must be met by the Emergency Road Service Call Center Leader to successfully perform essential job functions. Reasonable accommodations may be made for qualified individuals with disabilities.
- Occasional lifting and/or moving of up to 40 lbs. is required. The role necessitates prolonged sitting, with occasional standing, walking, and using hands and fingers for various tasks.
