Vegas-Based Call Center Supervisor (Las Vegas, US)

Parker Technology

How you will make an impact:

Manage the daily operations in our Las Vegas Call Center for 2nd shift, which will include a weekend shift. Shifts may also change with notice based on business needs. Supervisor responsibilities include:

Queue Management:

  • Watch for trends and respond accordingly
  • High call volumes from a facility or lane
  • Missed calls
  • A CSR that has been on a call for an extended amount of time
  • Send email to support with appropriate log and call information for technical issues.
  • Work with facility contacts as issues are handled in the call center
  • Ensure the facility is aware of potential problems
  • When appropriate identify solutions to prevent repetitive occurrences
  • Create dialog that helps keep the call center aware of events and needs for those events
  • Inquire on issues if they do not seem to have been addressed

Culture:

  • Help encourage communication and actions that support a professional and positive environment in the Call Center
  • Identify behaviors that have a negative impact on the environment and work with the Call Center Manager to address them appropriately

Communication:

  • Complete daily shift updates via Teams chat
  • Address training issues with calls as they occur
  • Participate in daily staff interactions face-to-face and via Skype / Teams / Zoom

Other Responsibilities:

  • Clear up issues with facility notes and information
  • Ensure notes are up to date based on interactions with customers and garage staff
  • Keep the alerts and data lists clean and up to date
  • Work holiday hours as needed through a rotating calendar
  • Ensure the CSRs have the tools and information they need to complete their job to the high standards we expect
  • Participate in the yearly reviews for the CSRs
  • Complete any action forms needed for each CSR
  • Other duties as assigned by your Manager

Quality Control:

  • Consistently review (live and via video) calls and interactions between the CSRs and facility customers and managers
  • Ensure CSRs receive timely feedback on their performance
  • Find ways to highlight the positive calls to the team
  • Address areas of concern with individual CSRs directly
  • Work with Call Center Manager to implement a path to address repetitive team and individual CSR issues as needed

Work with QA Manager to complete audits as necessary for CSR or Facility hot topics

Represent the core values of Parker to co-workers, leadership, facility contacts and facility customers:

Help maintain a culture that consists of:

Teamwork
Communication
Acceptance and appreciation for hard work, dedication and respect for the job

PARKER Care:


Understand the document, what it is intended to do and use the principles in communications with staff, facility contacts and facility customer interactions

What you bring to the table:

  • A.S. or two years of college
  • Previous supervisory experience or 5 years of call center experience
  • Demonstrated ability to work with others to gather information or insight
  • Demonstrated ability to foster team work and achieve goals by motivating others
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