We are looking for a Call Center Supervisor to join our team!
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Job Duties:
Supervise all dispatchers and dispatch supervisors.
Maintain professional customer/employee/supervisor relations.
Perform employee evaluations and interviews.
Hire and discipline employees according to company policies and procedures.
Provide necessary information, other than regular scheduling issues, to clients as well as assisting all parties involved in order to resolve transit problems.
Work with supervisors and operators to ensure that all scheduled clients are transported, fulfilling company’s contractual obligations, this includes weekends and holidays.
Report problem clients immediately.
Troubleshoot all areas that affect dispatch operations.
Enter and schedule client appointments for Demand Response service as needed.
Document geocoding errors, and report to Dispatch/Geocoder to be corrected.
Assist Customer Care Representative with any and all requested information.
Oversees the daily operation of the Medicaid contract, including complaints.
Ensure the quality of work that all dispatchers are producing on behalf of company.
Become familiar and stay up to date with company's program policies and procedures.
Become familiar and stay up to date with company's service area and the counties involved in the area.
Maintain confidentiality of information and professional customer/employee/supervisor relations.
Maintain the standards of company, including but not limited to the Drug & Alcohol, ADA, EEO, Title VI, Code of Conduct and safety policies and procedures.
Ability to operate in a constant state of alertness and in a safe manner.
Additional duties as assigned.
Benefits:
Paid Holidays
Paid Vacation
Retirement
Medical
Qualifications:
Equivalence to a high school education.
One-year computer experience required
Must be able to type 40 words per minute.
Must be familiar with the Windows environment.
Customer service experience preferred.
The successful candidate must meet the aptitude requirements listed in this description.
Candidate should have at a minimum good English communication, organizational skills, and be able to provide exceptional customer service.
Candidate must be able to read and write English.
Candidate must be able to interact with clients in a courteous, pleasant, and helpful manner.
Candidate must be able to deal with passengers from diverse backgrounds and individuals with special needs.
The employee must work well with other employees and take directions from their immediate supervisor.
The employee must be able to work a flexible schedule in a fast paced environment.
Candidate must have the ability to exercise good judgment and stay calm in emergency situations.
Bilingual preferred.
Click Here to Apply