| Web Site: | www.activenetwork.com |
|---|---|
| Industry: | Business Products and Services |
| at Active Network |
| Location: | Sacramento, CA |
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| Description: | SUMMARY OF POSITION: Floor supervisor provides on-line real-time monitoring of telecommunication system and maximum efficiency between call volumes and staffing levels to ensure efficient operation of call center. Supervises and coordinates activities of workers providing Customer Service and support responsibilities, and ensures contractual requirements are met by performing the following duties. Must be able to maintain a flexible working schedule. ACCOUNTABILITY: As a member of the Reserve America Supervisory team, this position will require interaction, coordination, and resolution with all levels of staff and management. Will coordinate and supervise the activities of the Call Center team leaders to ensure a smooth running operation with high performance standards, and high employee moral. POSITION RESPONSIBILITIES: Understands and consistently observes all Company policies and procedures. Drives, documents and evaluates overall Team Lead performance Determines work procedures, prepares work schedules and expedites workflow Contributes to an environment where all employees feel comfortable and empowered to reach out with questions, concerns, or suggestions. Assists in maintaining high level of employee morale by exhibiting a positive disposition and interacting in an ethical manner. Frequently has sole responsibility of call center and uses escalation procedures created to support incumbent. Opens and closes call center office and client programs. Reviews employee actions (including but not limited to) attendance, performance, Company policies and procedures compliance, productivity, and quality assurance. As appropriate, communicates related information to upper management. Provides feedback to team leads by coaching, sharing Quality Assurance reports, productivity, and other appropriate initiatives. Supports call center by answering questions and providing direction. Assists with occasionally supporting other Company call centers and Work-At-Home staff in the same manner. Answers questions from staff regarding contracts, Organizational procedures, and departmental policies. Handles customer complaints with fluency and calmness when such calls are elevated to leadership. Assists team leads in interpreting statistical productivity reports and provides guidance to encourage performance improvement. Represents Company in client meetings in a professional and respectful manner. Collaborates with other Floor Supervisors within local and remote call centers to assure consistency and share best practices. Coordinates new employee transitions and supports training department by conducting training classes as needed. Maintains and processes employee time cards for payroll Acts as liaison between team leads and corporate departments such as Quality Assurance, Training, Human Resources, Information Technology, and Telco. Occasionally directly handles various team lead and agent responsibilities including servicing customers on multiple contracts. Participates in call center special projects as needed. OTHER POSITION FUNCTIONS: Successfully completes all company-sponsored training courses as requested. Performs other duties as assigned. INTERFACES: Takes work direction from and works closely with Call Center Manager, and other Operational Managers. Works closely with Team Leaders and Agents and occasionally with Work-At-Home staff and other call centers. Interfaces with all employees including upper executive management. Works closely with support groups such as Human Resources, Quality Assurance, Queue (Workforce Management), Training. IT. Occasionally communicates directly with clients. TRAVEL REQUIREMENTS: Infrequent travel to attend meetings, job-related training and/or to assist at other locations. MINIMUM QUALIFICATION REQUIREMENTS: Must have the ability to work both in a team environment and independently to make quick decisions on own with confidence and calmness. Excellent interpersonal communication skills required with abilities to resolve issues in a fast paced environment and motivate others by possessing a positive disposition. Must be able to manage multiple projects with tight deadlines, manage and motivate a large and diverse group of employees and have strong interpersonal skills as well as excellent work ethic. Needs to be adaptable and possess solid organizational and time management skills. High School diploma or equivalent required. 3 years of supervisory experience within a call center (or other fast paced environment) strongly preferred. Must have solid computer skills including MS tools. PHYSICAL DEMANDS: The incumbent of this position must be able to use a computer and telephone with efficiency and accuracy. Incumbent must be able to access files from filing cabinets and handle confidential paperwork. The abilities to read, understand, and retain instructions and policies are also required for the job. Must also be able to communicate with others in a manner that communication exchanges are understood and able to be acted upon. WORK ENVIRONMENT: This individual will generally work in a call center, office setting. The above position description provides a general overview of the major functions and demands of the occupation and shall not be construed as a detailed description of the total work requirements that may be inherent in the occupation. This description may change from time to time to align with business needs. |
