Call Center Shift Supervisor - 3rd Shift (Remote)
About the position
The position involves providing leadership support and direction to a designated shift within the call center at Goodyear. The role is responsible for managing the performance, development, and overall employee life cycle of the call center operation, which includes team leaders and call center agents. The focus is on delivering excellent customer service, improving efficiencies, and ensuring the call center is adequately staffed to meet business needs.
Responsibilities
Provide direction and execute the call center strategy to achieve optimal shift performance.
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Ensure excellent customer service by assisting team leads with process and customer-specific questions.
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Communicate process changes across team leads and call center agents.
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Collaborate with other call center shift supervisors to ensure consistency across shifts.
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Communicate specific work assignments and responsibilities to associates as needed.
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Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores.
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Perform live call monitoring to ensure quality of calls and provide performance feedback.
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Responsible for overall succession planning and development of the call center shift assigned.
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Assist with the training, coaching, and development of new team leaders and agents.
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Partner with the Training team to administer training for call center agents.
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Review shift KPI reports to monitor shift performance and communicate report summaries to upper management.
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Identify, communicate, and ensure adherence to best practices.
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Ensure shift is properly staffed by working closely with the Workforce Manager to create schedules.
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Monitor daily call volume and historical staffing to determine dynamic staffing considerations.
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Ensure legal compliance through strict adherence to policies and procedures.
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Be available to handle escalation of issues that might arise on shift.
Requirements
High school Diploma
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3+ years management experience is preferred.
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3+ years customer service experience in a call center or retail environment is required.
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Prior experience in resolving customer complaints and complex customer issues remotely.
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Experience administering training and performance management of a team.
Nice-to-haves
Bachelors degree in related field
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Excellent written and oral communication skills.
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Excellent analytical skills.
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Excellent customer service skills.
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Ability to use call recording and quality assurance software.
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Must have basic computer skills, including Microsoft Office (Excel, Word, PowerPoint, Outlook) & related programs.
Benefits
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