The Call Center Supervisor is responsible to develop, oversee, and supervise daily operations of the Call Center.
EXAMPLES OF DUTIES AND RESPONSIBILITIES:
- Implement and train the Call Center Staff on AC&C policy and procedures.
- Address public complaints from the general public in a timely, efficient and professional manner.
- Demonstrate, model and ensure excellent customer service to the public regarding AC&C goals, responsible pet ownership, and general animal-related issues.
- Answer phones, dispatch calls to drivers, and perform routine responsibilities as a member of Call Center staff.
- Serve as a liaison between AC&C and 311- related communication and duties.
- Work collaboratively with AC&C volunteers and partners.
- Assist with development and implementation of programs and scripts for AC&C telephone systems.
- Oversee, supervise and motivate Call Center Staff through positive communication and feedback.
- Other duties as assigned.
SKILLS AND REQUIREMENTS:
- High School Diploma or GED; college degree preferred.
- Minimum of 2 years of customer service experience in a high volume Call Center.
- Experience supervising and training customer service representatives.
- Excellent listening, verbal and written communication skills, with an emphasis on fielding complaints and problem resolution.
- Ability to handle challenging, highly emotional customer service situations, including diffusing confrontational exchanges.
- Experience with hand-held verbal communication equipment.
- Experience with animal-related issues.
- Basic computer skills; animal database a plus.
WORK ENVIRONMENT: Primary place of work will be at the Call Center in a business office environment. Noise level in office may be loud during heavy call volume periods. On Call duties may be required.
REPORTS TO: Call Center Manager
SALARY: Commensurate with experience.
OVERTIME: This position is exempt from overtime.
NOTE: This job description is not intended to be all-inclusive. Employee may be required to perform other related duties to meet the ongoing needs of the organization