Supervisor Call Center, Ventra at Tullahoma

Job Description

Cubic Transportation Systems, the worlds leading provider of services for transportation smart card systems, is looking for an experienced Call Center Supervisor to assist with daily Call Center operations, focusing on quality customer service, staff development, cost management and achievement of contractual Key Performance Indicators. This position is located in our Tullahoma, Tennessee Call Center

• Analyzes work volumes and develops and implements employee schedules that ensure the achievement of departmental goals.
• Ensures that all departmental function volumes are processed in a timely and accurate manner.
• Ensures that all internal and contractual departmental KPIs are achieved.
• Recommends enhancements to procedures, processes and technology resources to improve customer service efficiency.
• Identifies staffing needs and assists in the hiring process.
• Monitors staff.
• Tracks and records all aspects of each customer service representatives performance, including attendance, work volume and quality of service.
• Coaches Call Center Representatives to improve performance.
• Enforces departmental and Cubic-wide policies, guidelines and procedures.
• Ensures all escalations are processed in a timely manner, including accepting supervisor escalations.
• Develops and manages various daily departmental volume and performance reports.

High School diploma or equivalent plus a minimum of two years supervisory experience in a call center environment. AA degree preferred. Must be proficient with MS Office suite. Must have excellent verbal and written communication skills and proven organizational skills. Able to thrive in a fast paced environment.

Job Requirements

 
Country: USA, State: Tennessee, City: Tullahoma, Company: Cubic Corporation.