Call Center Manager/Supervisor

PAVE Mobility is a parking-enforcement solution offering powerful, user-friendly tools to simplify parking operations. We believe that fair parking regulations improve customer experience and help businesses operate more efficiently. The method of enforcement, however, makes all the difference. PAVE Mobility’s license plate recognition technology enforces your regulations with zero friction or frustration. It’s the key to running an efficient and scalable parking operation.

The Call Center Supervisor/Manager is responsible for leadership and oversight of the Call Center operations including inbound calls and correspondence. This position works to achieve maximum results to meet/exceed the goals through motivating the team, reporting results, and collaborating with various departments within the entire organization.

Essential Duties and Responsibilities

• Essential functions include, but are not limited to, the following:
• Hire train, coach, and lead call center representatives as they provide support for customers.
• Answering representatives’ questions, guiding them through difficult calls or issues, diffusing disgruntled customers, or handling issues that representatives cannot field.
• Maintain open communications with clients based on their requests.
• Lead team meetings, ask questions to better understand the calls that representatives receive, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
• Assisting management in identifying trends and establishing call center goals.
• Measure and report on defined KPIs for the Call Center.
• Ensuring staff members achieve the desired service levels and taking corrective action as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorize refunds and review areas of monetary impact affected by the representatives.
• Take on other tasks or projects to support employees, managers, and call center operations.
• Collaborate internally, cross functionally with departments on policies, procedures, and improvements.
• Prepare monthly and annual performance reports; conduct regular 1:1s, typically weekly, with each employee, and review/monitor calls and interactions for coaching purposes to assist representatives.
• Create, review, and update processes, procedures, and documentation needed for the Call Center operations.
• Other tasks as assigned.

Skills and Qualifications

• Bi-lingual Spanish required
• Excellent management skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Quality Focus.
• Problem Solving.
• Systems Knowledge.
• Detail oriented.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Education and Experience
• High School Diploma or equivalent
• 2 years of supervisory experience in a Call Center
• Proficient in Microsoft Office Suite.

Physical Demands and Work Environment

• The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is neither low nor moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

All applicants must be able to demonstrate the ability to pass a Background Check.

PAVE MOBILITY is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We embrace diversity and equal opportunity, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information