Call Center Supervisor

• Supervise and coordinate activities of workers engaged in customer service activities.


• Communicate job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.


• Maintain staff by assisting managers with recruiting, selecting, orienting, and training employees.


• Maintain work flow by monitoring productivity levels and performance; work with Site Manager to implement cost reduction  initiatives; and support a spirit of cooperation within and between locations/departments.


• Maintain quality service by establishing and enforcing organization standards.

• Reconcile shift reports/revenue and make daily deposits.


• Ensure operation of equipment by calling for repairs; evaluate equipment and techniques.


• Plan, prepare, and devise work schedules, according to budgets and workloads.

 Exceptional Ace Service:

• Observe and evaluate employees’ performance.


• Issue instructions and assign duties to staff.


• Communicate with departments and management to resolve problems and expedite work.


• Interpret and communicate work procedures and company policies to staff.


• Assist employees in resolving problems and completing work.


• Resolve complaints and answer questions of customers regarding services and procedures.


• Reviews and check work of subordinates such as reports, records, and deposits for accuracy and corrects errors.


• Prepare, maintains and submit shift reports and personnel reports.

Communication:

• Make recommendations to management concerning staff and improvement of procedures.


• Maintain safe and clean work environment by educating and directing personnel on the use of equipment and resources.


• Maintains working relationship with the union by following the terms of the collective bargaining agreement.


• Resolve personnel problems by analyzing data, investigating issues, identifying solutions


• Contribute to team effort by accomplishing related results as needed.

 Profitability: 

• Possess thorough knowledge of parking fee structures, special event/group discounted parking, monthly passes and all validation procedures.


• Process parking transactions accurately, calculate fees, collect payment and offer an appropriate departing comment.


• Maintain personal security of bank and cash transactions.