Call Center Supervisor

Seattle, Washington

30+ days ago

Job Description

WHY CALAMP

We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect to sharpen their talents, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.

Excellent compensation packages and benefits
Access to cutting-edge tools and technologies
Great work-life balance with flexible Paid Time-Off policy
Visionary leadership
Innovative, intelligent, collaborative teammates
Great facility for those local to Canton, MA

RESPONSIBILITIES

Directs and assigns the work for call center employees in a manner that is consistent with corporate and department strategies.
Hires, coaches, disciplines, and terminates employees when appropriate and in accordance with LoJack policies and in adherence with all employee laws. Works in conjunction with HR on matters of a disciplinary nature to minimize corporate risk.
Monitors employee interactions (phone calls, emails, etc.) assessing the interaction against our goals and standards, documents areas of excellence and improvement and coaches to those areas identified.
Responsible for creating and contributing to a culture of continuous improvement and excellence through goal setting, assessing performance, coaching, providing feedback and documenting results in monthly and annual performance review documents.
Acts as a primary point of contact for escalated service issues from consumers, dealers, and internal customers such as sales and negotiates these issues to a mutually beneficial conclusion while considering the impact on cost, customer satisfaction and our brand.
Implements and monitors new business processes and practices ensuring compliance with Standard Operating Procedures and any related regulatory components.
Monitors interaction handling to ensure service level agreements and other KPIs are met, assisting with handling volumes when necessary.
Ensures sufficient resources are cross-trained on both off phone and phone related call center functions to minimize business risks and ensure customer satisfaction.
Effectively interacts with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.

MUST HAVES

5 years of Customer Service experience a must, with a minimum of 3 years of supervisory/leadership experience in a call center preferred.
Ability to work in a matrix environment including internal and external customers
Excellent customer service and support skills.
Required to work a flexible schedule
Must be proficient with Microsoft Office with strong PowerPoint, Word, and Excel skills.
Experience using contact management software: CRM, and ACD systems strongly preferred

If you are a strong Call Center Supervisor with experience, we want to speak with you. Interviews are occurring this week and next so apply now if interested.

*This job description is not intended to be and should not be construed as an all- inclusive list of all the responsibilities and working conditions of the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary

Numbers & Facts

Location	Seattle, Washington
Website	Work at Acme.com

Skills

Automatic Call Distributor (ACD)unmatched
Business Practicesunmatched
Business Processesunmatched
Business Strategyunmatched
Call Center Managementunmatched
Call Centersunmatched
Coachingunmatched
Communication Skillsunmatched
Compensation and Benefitsunmatched
Contact Managementunmatched
Continuous Improvementunmatched
Customer Relationship Management (CRM) Systemsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Disciplinary Actionunmatched
Diversityunmatched
Documentationunmatched
Documentation Reviewunmatched
Employee Terminationsunmatched
Leadershipunmatched
Maintain Complianceunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
Negotiation Skillsunmatched
People Managementunmatched
Performance Analysisunmatched
Performance Goal Settingunmatched
Performance Metricsunmatched
Performance Reviewsunmatched
Regulationsunmatched
Regulatory Complianceunmatched
Resource Managementunmatched
Risk Managementunmatched
Salesunmatched
Service Level Agreement (SLA)unmatched
Standard Operating Procedures (SOP)unmatched
Team Playerunmatched

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