Charter Contact Center Supervisor
The Charter Center Supervisor is responsible for all aspects of the Charter Center operations including direct management and coaching of the Charter Center Representatives. Responsible for ensuring the team delivers service that meets or exceeds customer expectations and Charter and/or First Student Revenue goals while fostering a culture that strives for operational excellence.
Job Description
Major ResponsibilitiesProvide day-to-day supervision of the Charter Center Representatives. Assign individuals to work schedules and ensure staff adherence to assigned work schedules.
Manage the workforce to ensure that the call service level remains very high. Track all charter activity and adjust as necessary to avoid conflict with peak call volume. Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages. This will include serving as backup, handling inbound/outbound calls, when needed.
Lead a team of direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions, delivering their commitments, and maximizing their potential. Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps.
Has full scope of management responsibilities to discipline, interview, hire and terminate based on performance standards.
Build and maintain strong relations with locations (internal customer)
Drive a culture of continuous improvements, new approaches, and personal excellence. Assist in the development of quality improvement programs as a means to increase productivity and/or Charter revenue
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers. Be an ambassador for the company's culture - role model our values in everything you do
Monitors and track all contact center metrics ( Reports generated on a weekly basis to track performance of CCRs as well as contact center)
Run call lists and train outbound CCR’s on what verticals to target. Ensure that the telesales effort continues without interruption.
Perform any other management requests as they relate to the functions of First Student, Inc.
Ensure that revenue and contact center goals are met and communicate this progress to the CCR’s as a team unit.
Monitor inbound/outbound customer service calls to ensure call integrity, and proper phone technique.
Assist Charter Center Manager in the development and implementation of new programs or processes.
Other responsibilities or duties as required or requested.
Minimum Education or Certifications RequiredCollege Degree (or work equivalent).
High School Diploma or equivalent
At least 2 years proven call center supervisory experience.
Minimum Experience or Skills Required2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
Result-oriented with a commitment to achieving personal, department, customer, and company goals
Strong Computer skills with Microsoft (Word, Excel, PowerPoint) as well as be Internet Savvy
Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
Industry experience preferred.
Outstanding customer service, communication and interpersonal skills.
Charter booking experience preferred.
School Bus transportation experience preferred.
First for a reason:
At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.
Job Description
Major ResponsibilitiesProvide day-to-day supervision of the Charter Center Representatives. Assign individuals to work schedules and ensure staff adherence to assigned work schedules.
Manage the workforce to ensure that the call service level remains very high. Track all charter activity and adjust as necessary to avoid conflict with peak call volume. Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages. This will include serving as backup, handling inbound/outbound calls, when needed.
Lead a team of direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions, delivering their commitments, and maximizing their potential. Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps.
Has full scope of management responsibilities to discipline, interview, hire and terminate based on performance standards.
Build and maintain strong relations with locations (internal customer)
Drive a culture of continuous improvements, new approaches, and personal excellence. Assist in the development of quality improvement programs as a means to increase productivity and/or Charter revenue
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers. Be an ambassador for the company's culture - role model our values in everything you do
Monitors and track all contact center metrics ( Reports generated on a weekly basis to track performance of CCRs as well as contact center)
Run call lists and train outbound CCR’s on what verticals to target. Ensure that the telesales effort continues without interruption.
Perform any other management requests as they relate to the functions of First Student, Inc.
Ensure that revenue and contact center goals are met and communicate this progress to the CCR’s as a team unit.
Monitor inbound/outbound customer service calls to ensure call integrity, and proper phone technique.
Assist Charter Center Manager in the development and implementation of new programs or processes.
Other responsibilities or duties as required or requested.
Minimum Education or Certifications RequiredCollege Degree (or work equivalent).
High School Diploma or equivalent
At least 2 years proven call center supervisory experience.
Minimum Experience or Skills Required2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience.
Result-oriented with a commitment to achieving personal, department, customer, and company goals
Strong Computer skills with Microsoft (Word, Excel, PowerPoint) as well as be Internet Savvy
Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
Industry experience preferred.
Outstanding customer service, communication and interpersonal skills.
Charter booking experience preferred.
School Bus transportation experience preferred.
First for a reason:
At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.