What are the responsibilities and job description for the Supervisor, Contact Center VA position at Scootaround Inc?
Reports to: Manager, Contact Center VA
Location: Orlando, FL
Overview
As a Supervisor, Contact Center VA, you will be directly responsible for the success of Case Specialist agents and for managing the overall veteran experience. Your experience in contact center operations will play a vital role in shaping the future of our agent experiences, veteran interactions and overall processes.
What That Actually Involves
Provide onsite guidance and direction to 10-15 Case Specialists
Ensure department Specialists understand performance targets and goals set out by management
Provide training support and ensuring Specialists have all the tools necessary to perform their roles
Coordinating job rotation and scheduling
Sharing process updates, company news, and new initiatives with Specialists
Assisting in resolving veteran escalations
Identifying and resolving workplace problems, including tardiness or absenteeism
Monitoring and updating key performance indicators set out by management
Providing feedback, both constructive and positive to Specialists and management
Review cases to ensure proper adherence to process and VA protocols
Monitoring Specialists cases
What You Will Need
Bilingual is an asset (specifically Spanish)
Naturally enjoy helping people
High attention to detail and sense of urgency
Exceptional leadership, organizational and time management skills
Excellent attendance and punctuality
Strong proficiency in MS Office skills, Excel and Outlook and familiarity using the Internet as a research tool
Outstanding problem-solving skills and the ability to guide a team of 10 to 15 employees in a fast-paced environment
Exceptional listening, verbal and written communication skills. Fluency in English is a must and any additional languages are an asset
Ability to learn quickly, multi-task and handle a high-volume portfolio of claims to meet outlined targets
Self-confidence, empathy and compassion with a strong commitment to providing superior customer service
Additional Information
Excellent benefits package.
Fun, flexible, team-oriented environment.
Competitive salary.
Full time: 40 hours per week, in office role transitioning to hybrid setting
Operation hour: 7am- 10pm EST Monday to Sunday
8am- 4pm EST during training period for first 3-4 weeks
Who We Are
Scootaround is North America’s leading mobility enhancement company. We rent, repair and service scooters, wheelchairs, walkers, oxygen, and all other types of personal mobility equipment in over 2,500 locations across North America and recently moved to directly selling mobility equipment through our online store and call center. Since 1997, Scootaround has been a proven innovator in developing solutions for travelers requiring personal mobility equipment. Today, Scootaround is the only company in the world uniquely positioned to accommodate a growing demographic utilizing these services worldwide.
WHILL Inc. is the parent company for Scootaround worldwide.
WHILL was founded in 2012 in Japan to build a platform for short-distance mobility. Providing people with access to an innovative and well-designed personal mobility solution that can be used comfortability whenever needed. The company came together to redefine the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, WHILL is at the forefront of personal transportation.
If you thrive on helping people, think about choosing a rewarding career where you will have the opportunity to connect with people in challenging situations.
We thank all applicants, but only those selected for an interview will be contacted.
Accommodation
If you require accommodation support during the recruitment process, please contact hr@scootaround.com. Please note this contact information is for accommodation reasons only.