Call Center Supervisor

Supervise and coordinate the activities of Service Representatives to ensure quality service delivery, within expected service levels.

Recommend and implement service recovery measures.
Field and respond to all escalated inquiries regarding LoJack products and services, as well as complaints
Assist in handling call volume as necessary.
Determine work procedures, prepare work and lunch schedules, and expedite workflow.
Record and schedule Dealer Service Department vacation time and appropriate manpower as needed.
Ensure consumer are processed accurately and in a timely fashion to minimize hold times and comply with the agreed service level.
Oversee all task-oriented functions in the department to ensure timely completion.
Hire and discipline department personnel.
Field all customer escalated complaint letters and calls.
Measure & communicate pending install requests to ensure completion of orders.
Coordinate and/or deliver training to Dealer Service personell as needed.

CONTROL RELATED RESPONSIBILITIES:
Monitor incoming ACD calls to ensure adherence to scripts, policies and procedures.
Supervise all functions pertaining to Dealer Service, Customer Service and Commercial departments.
Conduct performance appraisals and initiate corrective action.
Oversee RDE reconciliation- measure results daily & ensure timely correction based upon current company policy.
Review errors committed by Dealer Service, Customer Service and Commercial personnel, and communicate corrective action


4 Year Degree required
Ability to type 30-40 wpm.
4-5 years of Customer Service experience a must, with a minimum of 2 years of supervisory experience.

Computer Proficient: Microsoft Office Suite, Outlook.

Must have excellent communication skills.
Must be personable, enthusiastic, assertive, dependable and self motivated, with the ability to work with minimal supervision.




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