Position Location: Troy, MI (On Site)

New Hire Training: New hires must be available for a two week training program conducted during standard business hours (8:30am – 5:00pm, Monday through Friday)

Position Overview

The Call Center Supervisor is responsible for coordinating and supporting the Call Center Agents in BELFOR's National Response Center. Assists in some management duties, including performance management and hiring of the employees within the department. Attention to detail and strong customer service skills are a must. . The call center is a 24-7 operation, and the Call Center Supervisor's schedule will need to be flexible to meet the needs of the business. Occasional travel may be expected for this position.

 

Essential Functions

Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance targets. Monitors phone calls to observe employee demeanor, technical accuracy and conformity to company policies. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Reviews PBX (Private Branch Exchange) data to monitor the customer experience and subordinate statistics. Resolve escalated issues with customer concerns and coach agents as appropriate. Assists Call Center Manager in employee recruiting, hiring, onboarding and performance management. Adapt quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel Follow precise client required protocols and BELFOR procedures Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast paced environment Other projects and duties as assigned Experience and Qualifications Availability to work every other weekend, a minimum of 3 holidays and occasional overtime (on short notice, as needed, during emergency situations) 2 years supervisory experience in a customer service environment Experience in large high volume call center environment preferred Strong decision making ability. Proven ability to multi-task in fast-paced office environment Demonstrated understanding of customer service, principles, and practices Attention to detail and keen sense of safeguarding other people’s property and information Quick learner, detail oriented and self-motivated Strong written and verbal communication skills Strong computer and typing skills

 

Physical Requirements

Occasional lifting from 5-40 lbs, unassisted (from 0-15% of the time) Sitting for extended periods of time Manual dexterity needed for keyboarding and other repetitive tasks The ability to bend, crouch, or stand as necessary.

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

 

BELFOR Holdings is an Equal Opportunity Employer