Electrify America Call Center Supervisor
Company: Agero, Inc.
Posted on: June 9, 2021
DESCRIPTION SUMMARY: Supervises, coaches, develops and motivates
contact center team by demonstrating leadership and interpersonal
skills. Ensures efficient performance of the team through a balance
of human and technical resources and consistent contribution to
management team objectives by active teamwork. Provides guidance to
contact center team that fosters team growth and performance.
Serves as a primary point of contact for day-to-day application of
organizational policies and procedures.
Supervises team of associates to maintain strong teamwork and
customer service levels.
Reviews ACD data to monitor the length of time customers remain on
Answers questions and recommends corrective services to address
Monitors productivity and performance of customer service
representatives and provides feedback, instructions and intervenes
Monitors case activity in the system to ensure proper handling and
adherence to policies and procedures.
Researches possible resolutions and/or redirects issues when
Prepares performance evaluations and participates in discussions
around performance standards.
Works with Account Managers to anticipate client needs and identify
opportunities and new ideas.
Maintains complete knowledge of system and telecommunications
capabilities, associated software applications and Internet
Applies work procedures, supervises work schedules, and expedites
Working within established company guidelines, studies and
standardizes procedures to improve efficiency of
Manages and participates in project development.
EDUCATION: Associate Degree or equivalent work experience
EXPERIENCE: 0-2 years customer service background and knowledge, in
automotive industry preferred. Experience managing people and
client relationship. COMPLEXITY: Possesses presentation and written
communication skills, analytical skills, and the ability to work in
a fast paced environment. Utilizes good judgment, decision-making
skills, and leadership qualities. Demonstrates, models, and
evaluates customer service and dispute resolution skills, including
anger diffusion, mediation and negotiation. WORKING RELATIONSHIPS:
Communicates with customers and dealer network. Teams with peers,
supervisors, and senior management to achieve corporate and client
goals. ADDITIONAL REQUIREMENTS: Hours must be flexible when
business needs dictate.
Keywords: Agero, Inc., Clarksville , Electrify America Call Center Supervisor, Other , Clarksville, Tennessee
Didn't find what you're looking for? Search again!