JOB DESCRIPTION:

Victory Automotive Group is seeking a dedicated, supportive Contact Center Supervisor for our Corporate Contact Center. Our ideal candidate pays close attention to detail, uses critical thinking, can communicate effectively, and assist if needed to get work completed within specific time frames. The successful candidate(s) will hire employees and assist in the training process, ensuring that every agent is prepared for their calls. The Contact Center Supervisor will continue to support agents by monitoring their progress, ensuring the agents are meeting expectations, answering questions and providing feedback with ongoing coaching and inspiration opportunities. The Contact Center Supervisor should be analytical, supportive and prepared to act as a resource to agents. A successful Contact Center Supervisor should be supportive, communicative, and attentive. You should be able to assist in effectively solving issues or inquiries, while maintaining the highest level of customer service to our internal and external customers. The candidate(s) will be responsible for assisting with calls, administrative, training and coaching of agents and requires the ability to motivate individuals who love assisting others in person, creating a positive, professional and exciting office environment.

RESPONSIBILITIES:

• Hiring, training, and preparing call center representatives to respond to customer questions, create schedule appointments, manage complaints and troubleshoot problems.
• Ensuring agents understand and comply with all contact center objectives, performance standards and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities or taking corrective action if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management to support agents and maximize customer satisfaction.
• Able to manage both inbound and outbound calls.
• Provide the highest level of customer service possible.
• Maintain productivity standards as set by departmental needs.
• Willingness to assist in all areas of the business, including sales, service and other requests as needed.
• Hold and maintain yourself and others to high moral and ethical standards and conduct yourself with honesty and integrity.
• Identifies staff training needs and coordinates development with Management team.
• Provides administrative support to Managers.
• Performs all other duties as assigned.

JOB REQUIREMENTS:

• High school diploma or equivalent, some post high school education or training a plus.
• Minimum of 2 years leadership experience – contact center, customer service or supervisory experience.
• Always promote and embody company vision to exceed the expectations of our customer every day.
• Outgoing and upbeat personality that exhibits the highest level of professionalism, work ethic and dependability.
• Ability to effectively communicate with dealership management and coworkers.
• Keen eye for attention for detail.
• Self-motivated with a positive attitude.
• Somewhat proficient with technology, computers, software applications and phone systems. Working knowledge of Microsoft Office suite – strong emphasis on Excel.
• Well-developed and effective interpersonal skills with a commitment to working collaboratively in a team environment.
• Working knowledge of the automotive industry is preferred.
• Understanding of company products, policies, and services.
• Excellent verbal and written communication skills, including grammar, spelling and punctuation.
• Excellent decision making and problem-solving skills.
• Able to effectively train and lead employees to ensure adherence to quality standards, deadlines, and company procedures.
• Proven ability to think strategically and evaluate performance metrics to identify trends.
• Organizational and time management skills, as well as a strong attention to detail.
• Professional appearance.
• Superior dependability.
• Works well in a team environment.
• Must be adaptable and flexible within an ever evolving and diverse environment.
• Ability to pass pre-employment background check and drug screening.
• Flexibility in availability/schedule