Call Center Supervisor

Transdev•McHenry, IL

1d•$20 - $25

About The Position

Transdev in the McHenry, IL area at our Crystal Lake contract is hiring for a Call Center Supervisor. As the Call Center Supervisor, you will directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customers and client through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily Call Center Operations. Transdev is proud to offer: Competitive compensation package of minimum $20.25 – maximum $25.25 Benefits include: Vacation: minimum of two (2) weeks Sick days: 5 days Holidays: 12 days; 8 standard and 4 floating Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy

Requirements

Bachelor’s Degree preferred
3+ years of supervisory experience
Customer service and Call center experience preferred
Motivated self-starter
Excellent verbal communication skills
3+ years of call center experience preferred
Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
Successfully pass a pre-employment drug screen.

Responsibilities

Establish a high standard for productivity, quality, customer service as well as define user guidelines.
Develop company systems for customer interaction and voice response and control the implementation process.
Summarize, collect and analyze call center trends and data for regular performance reports.
Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
Oversee system maintenance and upgrade implementation.
Call for repairs and troubleshooting as needed.
Prepares call center performance reports by collecting and analyzing call agents’ data.
Evaluates individual performance reviews and overall team effectiveness with upper management.
Helps call agents with challenging customer service issues.
Monitors team performance and provide tools if necessary.
Determines call center operational strategies by evaluating team results and objectives.
Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
Presents monthly and annual call center action plans and objectives.
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.