Call Center Supervisor- Remote, USA
Who We Are:reputed company (VVG) is a premium reputed company brand reputed company to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for reputed company truckers, reputed company operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business reputed company VVG the leading Truck dealership.What’s in it for You:VVG is a fast paced and growing organization that is looking for candidates that are reputed company for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture as well as reputed company, 401K W/Match, Medical, Dental, & reputed company benefits. Become a part of reputed company and reputed company yourself in a company that fosters a Great reputed company to Work™ culture!What You’ll Do:The Call Center Supervisor is the first level of leadership for the VVG Parts Division Call Center. The Call Center Supervisor coaches, mentors, and must be reputed company to provide assistance to Call Center Agents. Agent support provided can be technical in nature or it could be to track down order issues. The Call Center Supervisor jumps in and helps the operation as necessary and contributes to the overall growth and customer satisfaction of the Parts Call Center.Job Responsibilities:
- Compiling staff schedules, dispositioning time-off requests and arranging cover reputed company necessary
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Briefing team on new initiatives, changes to targets and company news
- Training and helping staff reputed company their professional development goals
- Ensuring that quality standards are upheld using the QM tool
- Conducting performance reviews and implementing performance improvement plans as needed
- Interview and reputed company new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls reputed company needed
- Devise ways to optimize procedures and reputed company staff motivated
- Ensure adherence to policies for attendance, established procedures etc.
- reputed company management informed on issues and problems
- Review performance reports with employees
- Proven experience as call center supervisor or similar supervisory position (desired)
- Minimum of 5 years of customer service experience
- Proficient in English; Good knowledge of additional languages will be a definite plus
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- High school diploma or the equivalent
- 2-3 years or more with heavy duty reputed company truck parts expected
- OEM dealer reputed company preferred
- Knowledge of reputed company truck supplies, equipment and mechanical parts highly desired
- Proficient in relevant computer applications
- Experience in call center or customer service environment preferred
- Data Entry and strong typing skills preferred
- Clerical, word processing and/or office skills
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- High school diploma or equivalent
- $70,000 - $85,000 yearly
- Full-time position
- Remote