Idealnet Supervisor, 3rd shift

Requirements

1. Displays effective team leadership and motivation skills through coaching and monitoring quality.
2. 1 years of call center experience
3. Ability to handle complex situations
4. Strong active listening skills and ability to empathize with employees, customers and callers under high pressure situations
5. Strong ability to focus attention to written and verbal details.
6. Strong multi-tasking skills (managing, coaching, scheduling and other supervisory tasks)
7. Excellent professional verbal and written communication skills
8. Above average typing skills; 30 WPM minimum
9. Ability to adapt to new software, processes and direction
10. Intermediate Microsoft Office skills (Excel, Outlook, Word and PowerPoint)
11. Intermediate analytical skills

Responsibilities

1. Partners in management of OnCommand Connection for special customer programs when Program Manager requires assistance.
2. Partners in breakdown management for special customer programs
3. Works in parallel and partnership with other shift Supervisors and Special Customer Programs Coordinators.
4. Manages relationship and communication with Coordinators
5. Delegates specific functions performed by designated Coordinators based on current volume needs
6. Supervise the appropriate AUX codes usage and agents utilization via phone system
7. Oversees timely acknowledgement and responses to web notes
8. Supervises execution of call back and closure goals
9. Executes handling of estimates and invoices sent to Idealnet for processing.
10. Handles escalation situations with urgency and professionalism
11. Supervises quality of service being provided to customers, drivers, vendors, etc
12. Reinforce Idealease Best Practices & Reciprocal Service Agreement execution
13. Use quality forms and recordings to identify coaching opportunities, deliver and implement training plans for coordinators.
14. Oversee that Coordinators are meeting and/or exceeding call center metrics
15. Oversee that Coordinators maintain scheduled/expected ETAs provided by vendors
16. Collaborates with Operations Manager in publishing of schedule
17. Collaborate with Call Center leadership on process improvement
18. Design and distribute reports as requested by Director, Operations Manager or customers.
19. Answer queue calls and work breakdowns as needed, prioritize workload as needed.

Leadership, Personal Development and Conduct

1. Foster a positive, safe and enthusiastic environment
2. Communicate and cooperate with all internal customers
3. Exude professionalism with all Idealnet internal and external customers as well as call center staff
4. Attend/host meetings as needed
5. Handle all customer issues in a professional and courteous manor
6. Complete assigned tasks within allotted time frame
7. Display an aptitude to learn and advance
8. Eagerly participate in company sponsored training events
9. Promote atmosphere of cooperation, teamwork and goodwill with fellow employees
10. Display honesty in all company related dealings

Educational Requirements:

High School Diploma or GED Preferred

Note:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with this position. While this list is intended to be an accurate reflection of the current position, the Company reserves the right to revise the functions and duties of the job to require that additional or different tasks be performed or further education required when circumstances changes (such as: growth, work load, changes in personnel, technological developments, etc.)

Salary : $18 - $22