Customer Service Shift Manager / Call Center (Wichita, KS)
Company: ADT Security Services
Posted on: January 13, 2019
Position Summary: Direct and manage the daily activities of the Call Center and/or monitoring staff in the attainment of departmental goals while ensuring the highest possible level of customer service. To provide leadership and coaching for Call Center representatives to assure that all employees succeed in meeting individual goals for performance as well as career growth. Essential Duties And Responsibilities include the following. To perform this job successfully, the Customer Service Shift Manager may be expected to perform some or all of the duties listed. Maintain situational awareness of the activity in the Call Center including volume of incoming calls, service and staffing levels. Utilize this information to independently make the best moment by moment decisions required to meet departmental goals including redirecting staff, setting priorities and adjustments to staffing. Assure that Supervisors and Specialists are maintaining peak effectiveness. Flexibility to respond to departmental needs as changes in the workload warrant. Be available as a point of contact for branch personnel after normal business hours. Performing quality assurance evaluations of employees to determine both the areas that the employee excels in and areas that need improvement. Motivate employees to perform better and develop programs for correcting performance issues and enhancing overall performance. Interview potential employees utilizing established guidelines and recommend applicants for second interviews that meet these guidelines. Independently perform research, develop, document and perform employee corrective actions based on company policies and procedures including oral and written warnings and termination when justified. Meet with employees on a regular basis to review overall performance and set expectations for improvement and personal growth when applicable. May Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner. Ensure that performance reviews are completed and are conducted in a timely fashion. Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules. Conduct communication meetings with employees on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and are understood by each employee. Also utilize this time to have employees vocalize any questions and concerns about operational issues. Ensure that all customer correspondences are responded to or forwarded to the appropriate department within 72 hours of receipt in the department. Answering questions from representatives on a wide range of topics from procedures to company policies. Handle escalated customer calls as needed. Meet with Specialists on a weekly basis to review individual employee performance and gather and exchange information on team performance. Process required forms for payroll and personnel. Write letters of correspondence to customers in response to questions or concerns. Position requires weekend, holiday and shift work and may require mandatory overtime. Complete projects as requested by management. May be required to obtain and maintain any licensing required for this position. Performs other duties and related work as assigned. Supervisory Responsibilities: Providing daily work direction, approval of absences and/or overtime, recommendations and/or approval regarding hiring, terminations, pay changes and job changes for up to 50 full-time employees who are supervised by this position. Continuously upgrade and /or enhance supervisory skills by participating in available classes, training, and seminars. Provide formal training, one-on-one or group training to disseminate information related to acquisitions, system changes, call handling procedures and other topics, which require personal presentations. Train, coach and mentor representatives on all duties of a specialist agent. Decisions in this role are made within prescribed operating guidelines. Knowledge: Knowledge and understanding of call center systems & operations. Knowledge of the principles, practices, and techniques of supervision. Continuously upgrade and/or enhance supervisory skills by participating in available classes, training, and seminars. Skills: Frequent need for creativity and be able to prioritize. Must be able to work with confidential information regarding customer accounts and employee files. Excellent time management, planning and forward-thinking skills. Self-motivated and a professional attitude. Excellent communication, presentation, and listening skills. Excellent teambuilding, customer service, negotiating, and interpersonal skills. Must possess good decision making skills, continuous use of discretion, be very organized and detail oriented. Abilities: Ability to work overtime as requested by management. Ability to speak effectively before groups of customers or employees of the organization. Ability to prioritize. Ability to be very organized and detail oriented. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Statistical analysis ability is also necessary. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to effectively deal with problem situations involving both personnel and processes. Ability to work with cross-functional teams. Physical Demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment: While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate. Minimum Qualifications: High School Diploma or General Education Degree (GED) and two to three years leadership and customer service experience. College or technical training preferred. Experience establishing operating procedures & measurements. Representative III or similar experience may be preferred. Certificates, Licenses, Registrations: May be required based on requirements of certain State and local regulations. Alarm Agent permit (to be obtained upon hire). As of April 2017, Protection 1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together.
Keywords: ADT Security Services, Wichita , Customer Service Shift Manager / Call Center (Wichita, KS), Hospitality & Tourism , Wichita, Kansas
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