Call Center Supervisor - 2nd Shift
Zeus Fire and Security•Paoli, PA
•Onsite
About The Position
Responsible for the daily/nightly management and oversight of dispatchers with the ability to resolve the overwhelming majority of difficult calls/problems without involving next level manager.
Requirements
- A least two years of supervisory experience in a call center or customer service-related capacity, or equivalent experience
- Must have a working knowledge of Microsoft applications or desire and ability to learn.
Nice To Haves
- Bilingual a Plus
Responsibilities
- Provide direct daily/nightly supervision of Central Station dispatchers through monitoring and managing our Central Station Quality Monitoring Program.
- Responsible to review work of employees to ensure accuracy and adherence to departmental and company policies and procedures.
- Assist in the development, implementation, and delivery of departmental training programs to ensure direct reports receive departmental orientation and necessary on-the-job training.
- Identify training and development needs of direct reports.
- Monitor performance of direct reports and provide regular coaching and counseling.
- Assist in preparation and delivery of salary and performance reviews of direct reports.
- Partner with department manager and Human Resources to assist in the handling of disciplinary issues.
- Assist in the interview and selection of qualified personnel. Recommend personnel actions.
- Monitors, responds to, and dispatches on emergency signals.
- All other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
