Our transportation client is hiring an on-site Customer Contact Center Supervisor to support their office in Philadelphia, PA!!
The Customer Contact Center Supervisor’s primary responsibility is to supervise the activity of the CCT Customer Contact Center, as a contractor through the Midtown Group. The Customer Contact Center Supervisor will be required to provide a compliant, efficient, and productive level of service to all CCT customers, agencies, Customer Care agents, and SEPTA employees 365 days a year.
In addition to Customer Care Agent 1, Customer Care Agent 2, and Customer Care Special Projects General Duties, the general duties of the Customer Contact Center Supervisor include:
Managing and directing the daily activities of the CCT Customer Contact Center.
Carrying out supervision, call monitoring, coaching, training, re-training, disciplining, and reviewing of all Customer Care Agents work.
Act as an information source and answer agent questions, assign tasks, follow up and give instructions.
Handle all customer complaints and inquires.
Attend community outreach meetings.
Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job; as well as new hire training.
Update databases: organize support activities related to maintenance and repair of equipment.
Ensure all agents are professional at all times, both on and off the telephone (which includes, but limited to, dress code and communication use.) Direct work schedules, monitor attendance of agents, schedule breaks, lunches, and shifts, as necessary.
Practice and ensure compliance with that of all of SEPTA’s policies and procedures.
Develop performance evaluations for Customer Care agents.
Work as a liaison between departments to ensure efficient service.
Write and implement new departmental procedures as well as revisions to existing procedures.
Process and analyze department reports.
Other duties as assigned.
Key Competencies:
Professionalism
Punctuality
Excellent verbal and written communication skills
Listening skills
Excellent data entry skills
Problem solving and analysis
Interpersonal skills
Organizational skills
Teamwork
Ability to multi-task
Adaptable to change, meet the changing demands of the work environment, any delays, and other unexpected demands.
Maintain productivity levels as established by the department.
Attention to detail
Initiative
Judgment
Objectivity
Maintain confidentiality
Educations and Qualifications:
High school diploma from an accredited institution
Must have at least 2 years supervisory experience or have demonstrated leadership qualities in the current call center environment
Past work experience in call center activities
Knowledge of Microsoft Office Suite
Must be able to work weekends, holidays, split days, etc.
Bi-lingual in English/Spanish is a plus
The Midtown Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are a small, woman-owned business certified by the Women’s Business Enterprise National Council (WBENC). Operating from our headquarters in Washington, DC, we provide trusted staffing services nationwide. Our clients include thousands of the most prestigious Fortune 500 companies, law firms, financial organizations, tech innovators, non-profits, and lobbying firms, as well as federal, state and local government agencies.
The Midtown Group is a multi-award-winning "Best Places To Work" staffing firm in Washington, DC (per Inc. Magazine)!!
The Midtown Group is a certified small, woman-owned business that provides temporary staffing and professional services across 17 states. Over the past 29 years, Midtown has evolved from a staffing firm to an elite organization capable of providing full service solutions. We pride ourselves on meeting and exceeding the needs of our clients and candidates in an ever-changing market. Currently, we manage more than 500 candidates and more than 76 clients across the nation. Midtown currently has offices in Washington, DC and California. We offer clients agile and responsive staffing solutions with contract support personnel ready to start immediately. Bullhorn, our robust and customized candidate database, has qualified candidates fitting any profile needed for our team to easily source top talent. We pride ourselves on the “Love What You Do” experience. Because our success hinges on the success of our candidates, we are dedicated to finding people who are passionate about what they do.
Highlights of our services include: - Response time as low as 30 minutes to confirm receipt of job orders - Our coordinators answer our phones live—no waiting for menus or voicemails during business hours - Clients verify that we get the right candidates who fit- 95% of candidates retained through project completion - 24x7 access to Account Executives. Midtown’s recruiters have an average of 8.5 years in the staffing industry and an average of 5 years working at Midtown. We are proud of our high retention rate and work hard to keep our employees motivated and satisfied by offering incentive programs and company culture-focused programming. We are recognized as one of the best staffing firms in DC, as well as a perennial winner of the “Best Places to Work” award by the Washingtonian and the Washington Business Journal. In addition, Inc. Magazine considers Midtown to be one of the 5,000 fastest growing companies in the U.S.