• Shift Manager- Schaumburg (GNCS)

    Job Locations US-IL-Schaumburg
    Posted Date 1 week ago(5/17/2018 3:14 PM)
    Requisition ID
    2018-4533
    Category
    Call Center
  • Overview

    GNCS Logo Jpeg (1)

     

     

    Gerber NCS is seeking a Shift manager to Join our team in Schaumburg, IL.

     

    The scheduled shift will be Tuesday through Friday 11am-7:30pm, Saturday 6:00am- 2:30pm, Sunday and Monday Off.

     

     

    The Shift Manager is responsible for the delivery of engagement and leadership to the frontline associates. Its main areas of focus being productivity, quality, employee and client satisfaction and business profitability.

    Responsibilities

    • Review call arrival patterns against staff schedule to optimize coverage.
    • Understand and demonstrate a sense of urgency appropriate for all situations.
    • Be able to think critically and make decisions for optimal service delivery.
    • Develop professional relationships and leverage all tools and partners to ensure proper coverage daily.
    • Create positive professional relationships to foster teamwork across all business units.
    • Coach and raise the performance of the team to achieve KPI’s.
    • Take calls and work files as volumes dictated.
    • Be able to articulate through email, conference call or face-to-face meetings with all partners: internal and external.
    • Must be able to keep records of all interactions with partners: internal and external
    • Detailed orientated to ensure tracking of claims.
    • Attempt to negotiate and minimize any severity on our client’s or GerberNCS behalf.
    • Utilize timekeeping and payroll tools, conduct timely performance appraisals, ensure employees meet training and development goals, managerial level reporting.
    • Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.
    • Conform with and abide by all regulations, policies, work procedures and instructions.
    • Demonstrate reliable and predictable attendance.
    • Other duties assigned, as business needs and circumstances dictate, by Management

    Qualifications

    EDUCATION/QUALIFICATION/EXPERIENCE:

    • Education - High School Diploma, Bachelors (Preffered) 

    • Experience – Roadside Assistance, Glass R/R, Customer Service Experience a must, Previous large team management preferred, call center management experience a plus.

    • Skills - Strong analytical skills, Computer knowledge required w/math skills, Ability to Multitask a must, strong interpersonal skills. Good written and verbal communication skills and negotiating skills. Strong computer skills/ experienced in Word, Excel and or Google Sheets.

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