Call Center Supervisor

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MV is seeking a detail-oriented and proactive Call Center Supervisor to join our team. This role plays a critical part in supporting the Call Center Manager by managing employees, issue discipline, and helping to ensure the smooth day-to-day operations. The ideal candidate has experience in a fast-paced call center environment and is passionate about improving team performance and customer satisfaction.

Key Responsibilities:

Support the Manager by monitoring team performance and identifying employees who may need coaching; all coaching will be conducted by the Manager.
• Lead training efforts for new hires, retraining initiatives, and training for new processes.
• Provide regular feedback and contribute to employee performance reviews.
• Assist with team scheduling, resource allocation, and staffing needs.
• Participate in the hiring process by interviewing prospective team members.
• Issue discipline and hold team accountable to KPI's and customer services standards as nessary.
• Assist with handling escalated customer issues and complaints professionally and effectively.
• Monitor customer satisfaction metrics and help identify and implement areas for improvement.
• Work closely with other departments to resolve customer concerns and improve internal processes.
• Attend meetings and represent the Call Center Manager in their absence.
• Other duties as assigned.

Preferred Experience:

• Experience using Trapeze System
• Experience with RingCentral (or similar call center communication platform)
• Familiarity with pulling and analyzing reports for operational needs
• Ability to work a varied schedule.
• Demonstrated ability to supervise with a "Safety First" attitude.

Qualifications:

• High School diploma or equivalent
• Previous experience in a call center or customer service coordinator role
• Strong verbal and written communication skills
• Excellent problem-solving and organizational skills
• Ability to work independently and collaboratively
• Proficient in Microsoft Office software.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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