Vegas-Based Call Center Supervisor

How you will make an impact:

Manage the daily operations in our Las Vegas Call Center for 2nd shift, which will include a weekend shift. Shifts may also change with notice based on business needs. Supervisor responsibilities include:

Queue Management:

• Watch for trends and respond accordingly
  • High call volumes from a facility or lane
  • Missed calls
  • A CSR that has been on a call for an extended amount of time
• Send email to support with appropriate log and call information for technical issues.
• Work with facility contacts as issues are handled in the call center
  • Ensure the facility is aware of potential problems
  • When appropriate identify solutions to prevent repetitive occurrences
  • Create dialog that helps keep the call center aware of events and needs for those events
• Inquire on issues if they do not seem to have been addressed

Culture:

• Help encourage communication and actions that support a professional and positive environment in the Call Center
• Identify behaviors that have a negative impact on the environment and work with the Call Center Manager to address them appropriately

Communication:

• Complete daily shift updates via Teams chat
• Address training issues with calls as they occur
• Participate in daily staff interactions face-to-face and via Skype / Teams / Zoom

Other Responsibilities:

• Clear up issues with facility notes and information
  • Ensure notes are up to date based on interactions with customers and garage staff
  • Keep the alerts and data lists clean and up to date
• Work holiday hours as needed through a rotating calendar
• Ensure the CSRs have the tools and information they need to complete their job to the high standards we expect
• Participate in the yearly reviews for the CSRs
• Complete any action forms needed for each CSR
• Other duties as assigned by your Manager

Quality Control:

• Consistently review (live and via video) calls and interactions between the CSRs and facility customers and managers
  • Ensure CSRs receive timely feedback on their performance
  • Find ways to highlight the positive calls to the team
  • Address areas of concern with individual CSRs directly
  • Work with Call Center Manager to implement a path to address repetitive team and individual CSR issues as needed
• Work with QA Manager to complete audits as necessary for CSR or Facility hot topics

Represent the core values of Parker to co-workers, leadership, facility contacts and facility customers:

• Help maintain a culture that consists of:
  • Teamwork
  • Communication
  • Acceptance and appreciation for hard work, dedication and respect for the job
• PARKER Care:
  • Understand the document, what it is intended to do and use the principles in communications with staff, facility contacts and facility customer interactions

What you bring to the table:

• A.S. or two years of college
• Previous supervisory experience or 5 years of call center experience
• Demonstrated ability to work with others to gather information or insight
• Demonstrated ability to foster team work and achieve goals by motivating others