TSS - Call Center Supervisor
Penske•Cumru Township, PA
•Onsite
About The Position
Responsible for the daily shift operations of the Transportation Support Services (TSS) call center. Ensure department is staffed adequately to business demands. Serves as the subject matter expert (SME) for Coordinator functions, providing guidance and supplemental training to TSS Associates. Will be required to perform Coordinator duties as needed during periods of staffing shortages, volume spikes, or other operational demands. Resolve any issues that impact daily operations and ensure that team meets established department goals.
Requirements
- Subject matter expert (SME) for Coordinator functions
- Perform Coordinator duties as needed during periods of staffing shortages, volume spikes, or other operational demands
- Resolve any issues that impact daily operations
- Ensure that team meets established department goals
- Flexibility to work weekends and holidays are required
- Supervisors are expected to maintain availability and respond to operational needs outside of assigned shifts.
Nice To Haves
- Experience in a call center environment
- Experience in a supervisory role
- Experience with performance management
- Experience with customer service issue resolution
- Experience with implementing innovative methods, ideas, and programs
Responsibilities
- Monitor team productivity and performance.
- Ensure proper staffing requirements are met daily for TSS.
- Keep team motivated to achieve department goals and targets.
- Provide follow up to internal and external customer requests through email and by phone.
- Coach coordinators/assist in resolving escalated customer service issues.
- All aspects of performance management for coordinators: to include interviewing, hiring, planning, assigning and directing work, appraising performance, and corrective counseling.
- Work on department initiatives, implement innovative methods, ideas, and programs to improve team performance, increase customer satisfaction, and meet department goals.
- Other projects as assigned by the manager
Benefits
- Paid Time Off
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401K
- Associate Referral Program
- Associate discounts
- Opportunities to grow with the organization
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
