Location: Greensboro,NC, USA
The Call Center/Dispatch Supervisor is responsible for overseeing the daily operations of a call center and dispatch team, ensuring that customer inquiries, service requests, and dispatch operations are handled efficiently and professionally. This role includes managing a team of dispatchers, optimizing processes, maintaining high service standards, and driving performance improvements. Key Responsibilities: 1. Team Leadership & Supervision: o Lead, motivate, and manage a team dispatchers. o Monitor staff performance, provide coaching, and conduct regular performance reviews. o Ensure dispatchers maintain a high level of customer service and professionalism. o Implement training programs to improve employee skills and knowledge. 2. Operations Management: o Oversee daily dispatch operations to ensure smooth and efficient workflow. o Develop and implement call handling procedures, best practices, and protocols for dispatch processes. o Coordinate with other departments (e.g., field operations, HR, Etc.) to ensure all concerns are taken care of. o Manage scheduling, shift coverage, and time-off requests for the team. 3. Customer Service Excellence: o Ensure that customer issues are resolved in a timely and effective manner. o Monitor call quality, ensuring that all customer interactions are handled professionally and in accordance with company standards. o Handle escalated customer complaints or issues when necessary, finding timely solutions. o Regularly review customer feedback and service metrics to identify areas for improvement. 4. Dispatch Coordination: o Oversee the dispatching of tickets/ Emergencies, ensuring timely and accurate responses to 811 ticket requests. o Maintain and update dispatch logs, through appropriate ticket management system. o Optimize schedules to ensure maximum efficiency in dispatch operations. 5. Performance & Reporting: o Set performance targets and KPIs for call center agents and dispatch staff. o Track and report on key metrics such as call response times, service levels, resolution rates. o Use data to identify trends, recommend improvements, and develop action plans to optimize performance. 6. Technology & Tools Management: o Oversee the use of call center and dispatch software, ensuring that the team is trained and proficient in using the systems. o Stay updated on technology advancements and recommend tools that can improve efficiency. 7. Compliance & Quality Assurance: o Ensure compliance with company policies, procedures, and industry regulations. o Conduct regular quality assurance checks on both call center and dispatch activities to ensure adherence to best practices. o Address any compliance issues promptly and ensure corrective actions are implemented. Skills & Qualifications: • Experience: o Minimum of 2-4 years in a call center or dispatch management role, with proven experience in team leadership and operations management. o Experience in customer service, logistics, or dispatching is preferred. • Skills: o Strong leadership, coaching, and team management skills. o Excellent problem-solving, multitasking, and decision-making abilities. o Strong communication skills, both written and verbal. o Ability to manage time effectively and handle high-pressure situations. o Proficient in call center software, dispatch management systems, and Microsoft Office Suite. • Knowledge: o Understanding of call center metrics, performance management, and quality assurance standards. o Familiarity with dispatch operations, route optimization, and service scheduling. o Knowledge of customer service best practices and conflict resolution. • Education: o Related field experience is preferred. Relevant work experience may be considered in place of formal education. Working Conditions: • Hours: Full-time, with the possibility of irregular hours or shift work, including evenings, weekends, or holidays depending on business needs. • Location: Greensboro Corp. Office • Physical Demands: Primarily office-based with some travel involved as needed. Compensation: • Competitive salary based on experience • Benefits package including health insurance, paid time off, and 401K.