Call Center Supervisor

Swift Transportation•Phoenix, AZ

1d•$60,000 - $70,000•Onsite

About The Position

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities. We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Requirements

Three (3) years experience in a leadership role providing coaching and development to others OR a minimum eighteen (18) months direct ACT experience with demonstrated ability to effectively provide direction to others and proven success in training, coaching and development of ACT advisors; internal candidates must maintain a minimum six (6) months sustained excellent performance in all KPI categories in order to be considered for the Supervisor role.
Ability to provide leadership in a fast paced, high volume, 24x7 call center environment; flexibility with work schedule;; excellent verbal and written communication skills; decision making skills with ability to negotiate effectively.
Associates degree or equivalent combination of education and/or experience required.

Responsibilities

Responsible for supervision of the Advanced Contact Team (ACT); provide support, coaching and development of advisors. Promote consistency and productivity within the ACT department.
Responsible for directing day-to-day work and performance of designated team advisors; prepare all applicable paperwork including annual reviews, Performance Counseling Reports (PCR's) and other performance related documentation. Perform monthly one on one feedback sessions with advisors, reviewing performance relative to department Key Performance Indicators (KPIs) and opportunities for career development.
Responsible for monitoring the department call flow; make timely decisions to improve service levels. Provide ACT staff with tools and resources to handle calls with the highest level of customer service and professionalism.
Provide guidance to ACT staff on decisions related to accidents, accident equipment removal, storage of equipment, accident clean-up, breakdown repairs and claims and repair order creation, etc.; make timely decisions to appropriately direct best practices and ensure optimal problem resolution.
Responsible for planning, scheduling and organizing assigned team members, while minimizing costs and maximizing team productivity.
Negotiate costs incurred during accidents and equipment breakdown, to locate and hire the best qualified vendor in the best interests of the company. Responsible for the proper investigation and recovery of all warranties possible during the vendor selection and outside repair process.
Control payments issued through purchase order, Com-check, Pinnacle, MVP Preferred and Fleet charge accounts.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.
Perform additional responsibilities as assigned by leadership.