17 days old

Call Center Supervisor

TransCore, LP
Dover, DE 19904
  • Job Code

TransCore, (TRN) a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Call Center Supervisor to join our team in Dover, Delaware.

Job Summary: The Call Center Supervisor is primarily responsible to supervise, train, and monitor the daily activities, tasks, and all projects of the customer service staff under their direction. The Call Center Supervisor also addresses all Customer Service issues pertaining to account-related inquiries and violation image identification, approvals and customer research by executing duties and responsibilities personally or through subordinate staff.

Specific Duties to be performed: Other responsibilities include, but are not limited to:

Tracks and records performance measures and reports these measures to management on a daily basis.
Continually assesses Customer Service levels for performance and monitors customer feedback.
Ensures that all Customer Service Representatives are courteous, professional and attuned to customer needs.
Ensures that the Customer Service staff is taking appropriate steps when an event needs to be escalated for resolution.
Effectively delegates work tasks to ensure that Customer Service performance measures are met.
Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
Continually assesses training needs through auditing and monitoring. Provides staff with the appropriate tools and training to succeed.
Writes performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
Maintains attendance records for staff members on a daily basis
Monitors customer interactions for quality and provides feedback

Required Skills and Experience:

  • High school diploma or equivalent education

  • At least 1 year prior customer service and call center experience

  • Excellent knowledge of Microsoft Word and Excel required

  • Excellent written and verbal communication skills

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

  • Ability to write routine reports and correspondence

  • Ability to speak effectively before groups of customers or employees of the organization

  • Excellent mathematical skills

  • Excellent reasoning ability

  • Prior supervisory experience

  • Bi-lingual in Spanish desired

  • Availability to work schedule between 7AM - 8PM Monday - Friday, and 8AM - 2PM Saturdays

Customer Support

Posted: 2021-01-05 Expires: 2021-02-03
Sponsored by:
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Sponsored by:
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Call Center Supervisor

TransCore, LP
Dover, DE 19904

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