Call Center Supervisor
WHY CALAMP
We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect to sharpen their talents, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.
- Excellent compensation packages and benefits
- Access to cutting-edge tools and technologies
- Great work-life balance with flexible Paid Time-Off policy
- Visionary leadership
- Innovative, intelligent, collaborative teammates
- Great facility for those local to Canton, MA
RESPONSIBILITIES
- Directs and assigns the work for call center employees in a manner that is consistent with corporate and department strategies.
- Hires, coaches, disciplines, and terminates employees when appropriate and in accordance with LoJack policies and in adherence with all employee laws. Works in conjunction with HR on matters of a disciplinary nature to minimize corporate risk.
- Monitors employee interactions (phone calls, emails, etc.) assessing the interaction against our goals and standards, documents areas of excellence and improvement and coaches to those areas identified.
- Responsible for creating and contributing to a culture of continuous improvement and excellence through goal setting, assessing performance, coaching, providing feedback and documenting results in monthly and annual performance review documents.
- Acts as a primary point of contact for escalated service issues from consumers, dealers, and internal customers such as sales and negotiates these issues to a mutually beneficial conclusion while considering the impact on cost, customer satisfaction and our brand.
- Implements and monitors new business processes and practices ensuring compliance with Standard Operating Procedures and any related regulatory components.
- Monitors interaction handling to ensure service level agreements and other KPIs are met, assisting with handling volumes when necessary.
- Ensures sufficient resources are cross-trained on both off phone and phone related call center functions to minimize business risks and ensure customer satisfaction.
- Effectively interacts with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
MUST HAVES
- 5 years of Customer Service experience a must, with a minimum of 3 years of supervisory/leadership experience in a call center preferred.
- Ability to work in a matrix environment including internal and external customers
- Excellent customer service and support skills.
- Required to work a flexible schedule
- Must be proficient with Microsoft Office with strong PowerPoint, Word, and Excel skills.
- Experience using contact management software: CRM, and ACD systems strongly preferred
If you are a strong Call Center Supervisor with experience, we want to speak with you. Interviews are occurring this week and next so apply now if interested.
*This job description is not intended to be and should not be construed as an all- inclusive list of all the responsibilities and working conditions of the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary