What are the responsibilities and job description for the SRC- Call Center Supervisor position at StorageMart | MMS?
Self-storage is one of the fastest growing sectors of the retail sales industry. StorageMart is the largest independent providers of self-storage for business and domestic customers in Canada, the United States and the U.K.
On Site : Columbia Mo
Hourly Rate: $ 25.50
2 Available shifts:
Summary: Manages entirety of team operations by assisting phone representatives with answering escalated questions and phone calls. Monitors queue and tracks calls. Keeps phone representatives aware of calls waiting and abandonment rate. Motivates and encourages phone representatives through positive communication and feedback by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
1. Assists phone representatives with call issues.*
2. Assists phone representatives with computer issues.*
3. Assists with and maintains call answer rate goals.*
4. Distributes and informs call center staff of new departmental procedures.*
5. Handles outbound sales calls and emails for website.*
6. Assists phone representatives with refund policies and cheat sheets.*
7. Administers employee counseling and disciplinary action.
Supervisory Responsibilities:
Directly supervises 50 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office and internet software.
Education/Experience:
High school diploma or general education degree (GED); and one year related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills and Other Abilities:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
On Site : Columbia Mo
Hourly Rate: $ 25.50
2 Available shifts:
- Mon-Thurs 5 pm- 1am & Sunday 3pm-11pm OR *Mon-Wed 10am-6 pm & Fri-Sat 3pm-11pm
Summary: Manages entirety of team operations by assisting phone representatives with answering escalated questions and phone calls. Monitors queue and tracks calls. Keeps phone representatives aware of calls waiting and abandonment rate. Motivates and encourages phone representatives through positive communication and feedback by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
1. Assists phone representatives with call issues.*
2. Assists phone representatives with computer issues.*
3. Assists with and maintains call answer rate goals.*
4. Distributes and informs call center staff of new departmental procedures.*
5. Handles outbound sales calls and emails for website.*
6. Assists phone representatives with refund policies and cheat sheets.*
7. Administers employee counseling and disciplinary action.
Supervisory Responsibilities:
Directly supervises 50 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office and internet software.
Education/Experience:
High school diploma or general education degree (GED); and one year related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills and Other Abilities:
- Time management
- Oral and written communication skills
- Professionalism
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Salary : $26
