Call Center Supervisor

Ace Careers Website•Las Vegas, NV

About The Position

As a call center supervisor, you'll have the opportunity to lead & connect with a diverse group of individuals over the phone. Your primary focus will be to ensure our team members are providing exceptional customer service, answering inquiries, and resolving issues promptly. You'll lead a team where the goal is to communicate effectively and efficiently. Other duties and responsibilities are embodied in our Company’s core values as follows: Accountability: Supervise and coordinate activities of workers engaged in customer service activities. Communicate job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Maintain staff by assisting managers with recruiting, selecting, orienting, and training employees. Maintain work flow by monitoring productivity levels and performance; work with Site Manager to implement cost reduction initiatives; and support a spirit of cooperation within and between locations/departments. Maintain quality service by establishing and enforcing organization standards. Family : Reconcile shift reports/revenue and make daily deposits. Ensure operation of equipment by calling for repairs; evaluate equipment and techniques. Plan, prepare, and devise work schedules, according to budgets and workloads. Exceptional Ace Service: Observe and evaluate employees’ performance. Issue instructions and assign duties to staff. Communicate with departments and management to resolve problems and expedite work. Interpret and communicate work procedures and company policies to staff. Assist employees in resolving problems and completing work. Resolve complaints and answer questions of customers regarding services and procedures. Reviews and check work of subordinates such as reports, records, and deposits for accuracy and corrects errors. Prepare, maintains and submit shift reports and personnel reports. Communication: Make recommendations to management concerning staff and improvement of procedures. Maintain safe and clean work environment by educating and directing personnel on the use of equipment and resources. Maintains working relationship with the union by following the terms of the collective bargaining agreement. Resolve personnel problems by analyzing data, investigating issues, identifying solutions Contribute to team effort by accomplishing related results as needed. Profitability: Possess thorough knowledge of parking fee structures, special event/group discounted parking, monthly passes and all validation procedures. Process parking transactions accurately, calculate fees, collect payment and offer an appropriate departing comment. Maintain personal security of bank and cash transactions.

Requirements

Minimum of one year supervisory experience.
Demonstrate exceptional oral communication skills by conveying information effectively.
Maintain a professional personal and uniform appearance in accordance with Company standards.
Demonstrate a guest-driven service style with a sense of urgency in interactions, execution and recovery.
Proficiency in using CRM software and call center technology.
Excel in deescalating situations with unsatisfied guests.

Nice To Haves

Previous customer service or call center experience is a plus.

Responsibilities

Supervise and coordinate activities of workers engaged in customer service activities.
Communicate job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
Maintain staff by assisting managers with recruiting, selecting, orienting, and training employees.
Maintain work flow by monitoring productivity levels and performance; work with Site Manager to implement cost reduction initiatives; and support a spirit of cooperation within and between locations/departments.
Maintain quality service by establishing and enforcing organization standards.
Reconcile shift reports/revenue and make daily deposits.
Ensure operation of equipment by calling for repairs; evaluate equipment and techniques.
Plan, prepare, and devise work schedules, according to budgets and workloads.
Observe and evaluate employees’ performance.
Issue instructions and assign duties to staff.
Communicate with departments and management to resolve problems and expedite work.
Interpret and communicate work procedures and company policies to staff.
Assist employees in resolving problems and completing work.
Resolve complaints and answer questions of customers regarding services and procedures.
Reviews and check work of subordinates such as reports, records, and deposits for accuracy and corrects errors.
Prepare, maintains and submit shift reports and personnel reports.
Make recommendations to management concerning staff and improvement of procedures.
Maintain safe and clean work environment by educating and directing personnel on the use of equipment and resources.
Maintains working relationship with the union by following the terms of the collective bargaining agreement.
Resolve personnel problems by analyzing data, investigating issues, identifying solutions
Contribute to team effort by accomplishing related results as needed.
Possess thorough knowledge of parking fee structures, special event/group discounted parking, monthly passes and all validation procedures.
Process parking transactions accurately, calculate fees, collect payment and offer an appropriate departing comment.
Maintain personal security of bank and cash transactions.