Glass America is Seeking a Call Center Supervisor for our Las Vegas contact center!
The overall objective of this role is to ensure that the ISRs are delivering excellent customer service in an accurate, timely, & courteous manner. As the first line supervisor to our front line, they are a critical part of our culture & employee engagement.
The schedule for this Supervisor will be Monday through Friday 9:00am to 6:00 pm, you must be able to work Saturday on a rotation basis with other supervisors.
Be available to assist ISRs with questions & provide the guidance & resources to be successful.
Monitor & assign emails, follow-ups, etc. to individual ISRs for timely completion.
Work with the Leadership Team to address performance concerns & improve service.
Monitor ISR scheduling adherence & coach for improvement or praise for reinforcement.
Motivate & encourage ISRs through positive communication & feedback.
Handle calls when volumes require it & assist with escalated calls.
Review & approve ISR timesheets & update ISR hours & PTO.
Assist with interviewing of ISR candidates.
Participate in the training of new hire & tenured ISRs.
Create a positive workplace environment to retain good performers.
Other duties as assigned.
High School Diploma/GED required.
3+ years in a call center sales environment preferred.
Bilingual Is a Plus!
Prior Automotive/Auto Glass Experience is a plus!
Must possess good verbal & written communication skills.
Proficient in Microsoft & Excel.
Proven leadership ability.
Must be able to effectively communicate with customers & handle complaints
Critical thinker with a creative approach to solving business problems as they arise.
Good organizational skills & a strong attention to detail with ability to prioritize and effectively manage competing demands for both time & attention in a fast-paced call center environment.
Available to work overtime & change shifts as required by business needs