Charter Contact Center Supervisor

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

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First Student

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🚗 Transport

📚 Education

🤝 B2B

Transport • Education • B2B

First Student is the largest passenger transportation company in North America, providing busing, transportation, and maintenance services to school districts and the general public across the United States and Canada. With over 61,000 employees and 545 locations, the company operates in 43 states and 8 Canadian provinces, transporting 5. 5 million children to and from school daily, which amounts to over 1 billion student trips annually. Founded over 100 years ago and based in Cincinnati, Ohio, First Student prides itself on its commitment to safety, diversity, and career opportunities, offering roles ranging from drivers and mechanics to corporate positions.

📋 Description

• Provide 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. • 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. • Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps. • Build and maintain strong relations with locations (internal customer) • Drive a culture of continuous improvements, new approaches, and personal excellence. • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers. • Run call lists and train outbound CCR’s on what verticals to target. • 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.

🎯 Requirements

• College Degree (or work equivalent) • High School Diploma or equivalent • At least 2 years proven call center supervisory experience • 2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience. • 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.

🏖️ Benefits

• Provide unmatched care and the safest ride to school • Focus on safety • Care for our students