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Call Center Job in Norwood, Massachusetts : MA 02062

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Call Center Supervisor

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Customer Service
575 University Avenue
Norwood
Massachusetts
02062
click here to apply

Call Center Supervisor Job Description

 Supervisor, Call Center

MBTA – Norwood, MA 

Position Type

FULLTIME

Requisition ID

6477

Level of Education

High School/Equivalent

Years of Experience

2+ to 5 Years

Availability may include some mandatory weekends and holidays. Hi speed home internet connection preferred due to occasional work from home requirement as part of weather related disaster recovery. See below for available shifts:

1.  Monday-Thursday: 6:30am-3:00pm; Sunday: 8:00am-4:00pm

2.  Tuesday-Friday: 11:30am-8:00pm; Saturday: 8:00am-4:00pm

Job Description

Position Purpose: 

Responsible for overseeing daily production and performance of the Customer Service Call Center team while ensuring compliance within client guidelines, along with performance and productivity standards.

Essential Job Duties:

·        Supervise the daily operations of the customer service team and manage the workflow

·        Ensure client standards are maintained, including keeping lender’s workload current

·        Monitor phone calls of team members to ensure adherence to all policies & procedures and perform QA as needed

·        Communicate with client as needed on an ongoing basis to relay sharp increase in call volumes as well as any industry trends

·        Effectively communicate departmental/team objectives on a regular basis

·        Responsible for taking escalated calls from team members and if required, communicate to the appropriate MBTA department, with urgency if required

·        Motivate and create a positive working environment to achieve performance standards and productivity goals

·        Supervise, train and develop team members

·        Coach team members not meeting expectations or requiring assistance

·        Assess associate development needs and monitor performance

·        Provide recommendation for hire, advancement, promotion or termination of employment

·        Prepare departmental productivity reports and other reports required by management or client

·        Make recommendations to implement improved processes

·        Supervise direct reports and provide feedback on employee performance

·        Demonstrates high levels of safety awareness to achieve safety objectives

·        Follows the security and privacy policies, standards and guidelines in order to protect the informational assets of both the company and their customers

·        Respond to system problems and questions from associates in a timely manner

·        Maintain harmony among workers and resolve grievances timely

·        Be able to perform all job duties of the Customer Service Representative

·        Take calls and handle emails responses during peak volume periods or as required

·        Train all new customer service representatives

·        Ensure all client SLAs are met


Norwood Call Center Job

Call Center Supervisor Job Requirements

Qualifications for Position

·        2+ years experience performing customer service duties

·        High school diploma or GED required

·        Previous supervisory experience

·        Strong customer service skills

·        Strong PC and Microsoft Office skills

·        Demonstrates knowledge of and supports company standards, policies and procedures, operating instructions, confidentiality standards, and code of ethical behavior

·        Excellent customer service and interpersonal skills

·        Ability to multi-task, talk and type at the same time, with above average typing speed

·        Excellent time management skills

·        Excellent patience and problem solving skills

·        Ability to work independently and in a team environment

·        Verifiable, stable work history

·        Ability to operate basic computer equipment

·        Ability to communicate clearly and effectively (oral and written communication)

·        Local resident

·        Familiarity with MBTA ‘s transit system

·        Successful background check and drug screen

·        Ability to work a flexible schedule Monday – Sunday as needed, including holidays

 

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