What are the responsibilities and job description for the Call Center Supervisor position at Nation Safe Drivers?
Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks! With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.
We have an immediate need for two Supervisors who will be responsible for managing a team of agents with regards to dispatching out our service providers to assist our motorists who has an issue with their vehicle. They also manage contact center KPIs including but not limited to – calls answered, number of dispatches, service levels, negotiation skills, attendance and tardiness, and coaching on how to provide exceptional customer service.
Duties and Responsibilities:
- Evaluate daily weekly and monthly performance of all team members to ensure top performance.
- Monitor and Coach Team throughout the day based on real-time Supervisor information Demonstrate the Organization’s core values, vision and purpose by leading by example and holding Agents accountable to the same high standards.
- Conduct annual agent performance reviews.
- Ensure dispatchers are meeting time to dispatch expectations and resolving issues expeditiously.
- Address challenges and problems that require escalation.
- Maintain open lines of communication with all departments.
- Report, analyze and resolve system, customer, and operations issues that impact service quality.
- Ensure that agents adhere to their schedule and attendance requirements.
- Conduct daily team huddles to set expectations for the day.
- Review quality evaluations to identify good behavior and areas of opportunity of improvement for the team.
- Flexibility to assist in any area of deficiency.
Education and Work Experience:
- College degree preferred
- 2 years in a leadership role preferably in a call center environment
- Experience meeting quotas/targets
Schedules:
M-F 2pm-10pm
Tues-Sat 12pm-8:30pm
What NSD can provide:
- Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too!
- Competitive compensation and a family-friendly work schedule
- Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
- Long-standing reputation for promoting from within -- great opportunity for a promising career path
**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.
Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Job Type: Full-time