Customer Service Supervisor - TEKsystems

Description: The Customer Center Supervisor is a key role to the success of our customers and maximizing their UPTIME. This high impact, strategic influencer will be responsible for personally building and managing relationships across dealers and fleets to drive fleet uptime and deliver a world-class customer experience. The Customer Center Supervisor is responsible for driving strategic improvements to reduce service time to repair, increasing number of fleets using the Customer Center, cultivating relationships, dealers and customers and managing a team of high performing agents. This requires creative problem solving skills in unique, fluid circumstances; facilitating service help when trucks are in the shop; resolving complex dealer and fleet requests; thinking outside the box while working in a fast paced, time sensitive environment; and developing and maintaining excellent customer relationships. Join a dynamic team that has a direct impact on customer satisfaction and increased uptime! Job Functions / Responsibilities - Assign and prioritize workload based on inbound and outbound call volumes. Ensuring rapid and accurate responses are provided to ensure our customer's needs are fulfilled. - Mediate and resolve employee relation issues in a timely manner to ensure department productivity and cohesiveness. Coordinate issue resolution with HR and/or Customer Services Manager as needed. - Maintain department knowledge skills for both Salesforce CRM and Truck / Trailer information. Assist in Salesforce software testing and upgrade implementations. Keep department current on all truck models. Highlight high frequency maintenance parts with agents. - Work with multiple divisions and its dealers to resolve issues and to implement continuous improvement initiatives. - Ensure proper daily and hourly staffing levels utilizing historical and forward based queuing forecasting models. Utilize Workforce Management Tools to implement changes to staffing levels. - Assist agents with inbound and outbound calls during times of heaviest volumes to support attainment of department goals while directing and managing the workflow for the agents. - Write and deliver monthly agent quality audits, mid-year and annual PAR's and 90-day new employee reviews. - Deliver senior level management presentations including tours of Customer Center. - Lead and initiate continuous improvement projects to improve goals/metrics. - Assist in the on boarding of new fleet customers to the Customer Center. Skills: Customer service, Call center, Management skills, Customer support, salesforce crm, crm, inbound call, outbound calls, customer relationship management Top Skills Details: Customer service,Call center,Management skills,Customer support,salesforce crm,crm,inbound call,outbound calls Additional Skills & Qualifications: Qualifications - Bachelor's degree in a related field, REQUIRED - 2+ years of professional experience including leading and developing a high performance work team, demonstrated process improvement focus, and aptitude for technology - Previous truck industry knowledge, highly desired - Excellent interpersonal skills interacting with employees. - Strength in coaching and mentoring employees to attain individual goals. - Strong performance skills working in team based environment. - Strong attention to processes and ability to identify and implement those opportunities for improvement. - Strong MS excel skills. - Strong PowerPoint skills for training document purposes. - Strong Customer Service escalation skills to mediate issues with dealers, ISP's and Customer Center agents. - Previous experience with Salesforce based (or similar) Customer Relationship Management applications. - Experience with queueing forecast models and how it relates to staffing levels on an hourly and daily basis. Competencies - Act with Integrity - Demonstrate Adaptability - Drive for Results - Influence Others - Lead Innovation and Quality Initiatives - Manage Execution - Use Sound Judgment / Business Acumen - Manage Talent Experience Level: Intermediate Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.