Call Center Supervisor- Remote, USA
Who We Are: Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership. What’s in it for You: VVG is a fast paced and growing organization that is looking for candidates that are ready for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture as well as competitive pay, 401K W/Match, Medical, Dental, & Vision benefits. Become a part of our team and immerse yourself in a company that fosters a Great Place to Work™ culture! What You’ll Do: The Call Center Supervisor is the first level of leadership for the VVG Parts Division Call Center. The Call Center Supervisor coaches, mentors, and must be able to provide assistance to Call Center Agents. Agent support provided can be technical in nature or it could be to track down order issues. The Call Center Supervisor jumps in and helps the operation as necessary and contributes to the overall growth and customer satisfaction of the Parts Call Center. Job Responsibilities: • Compiling staff schedules, dispositioning time-off requests and arranging cover when necessary • Measure performance with key metrics such as call abandonment, calls waiting etc. • Briefing team on new initiatives, changes to targets and company news • Training and helping staff reach their professional development goals • Ensuring that quality standards are upheld using the QM tool • Conducting performance reviews and implementing performance improvement plans as needed • Interview and onboard new employees • Answer questions from staff and provide guidance and feedback • Anticipate escalation and take over calls when needed • Devise ways to optimize procedures and keep staff motivated • Ensure adherence to policies for attendance, established procedures etc. • Keep management informed on issues and problems • Review performance reports with employees Qualifications: • Proven experience as call center supervisor or similar supervisory position (desired) • Minimum of 5 years of customer service experience • Proficient in English; Good knowledge of additional languages will be a definite plus • Working knowledge of MS Office • Tech savvy with knowledge of telephone equipment and relevant computer programs • High school diploma or the equivalent • 2-3 years or more with heavy duty commercial truck parts expected • OEM dealer experienced preferred • Knowledge of commercial truck supplies, equipment and mechanical parts highly desired • Proficient in relevant computer applications • Experience in call center or customer service environment preferred • Data Entry and strong typing skills preferred • Clerical, word processing and/or office skills • Knowledge of performance evaluation procedures • Outstanding communication and negotiation abilities • A results-oriented approach • Excellent organizational and leadership skills • Ability to work under pressure • High school diploma or equivalent Compensation: • $70,000 - $85,000 yearly • Full-time position • Remote Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Apply tot his job