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Call Center Supervisor- 3:30-midnight

Company: Nation Safe Drivers
Location: Boca Raton
Posted on: November 24, 2022

Job Description:

*Nation Safe Drivers* is one of the largest suppliers of auto-related, supplemental products since 1962. Our expertise is to develop and market specialty "niche" products to the Automotive and Insurance industries. Currently we are looking for a customer service call center Impound Supervisor for our Impound department who is responsible for managing a team of Team Leads and Impound Specialists. This position will manage their team with regards to dispatching out our service providers to assist clients whose vehicles have been impounded. Impound Supervisors also manage call center KPIs including but not limited to - calls answered, number of dispatches, service levels, negotiation skills, attendance and tardiness, and customer service. Supervisors also coach and motive their team to meet and exceed performance expectations. If this sounds like a job you would excel at, please do not hesitate to complete the application as we are looking to fill the position quickly with the right person.

*Impound Supervisor Work Schedule: M-F 11:30am-8:00pm*

*Why Work with Us?*

* *Employee Stock Ownership* - Earn company shares annually (free) based on years of service.
* *Culture *- Everyone is considered part of the work family where the employee experience takes precedent. Casual work attire in the call center.
* *Benefits* - Medical, Dental, Vision, 401K, Pet Insurance, Short & Long-Term Disability, Supplemental Life.
* *Compensation* - Competitive base pay based on experience plus monthly bonus potential.
* *Employee Perks* - Reward and recognition programs. Discount programs.
* *Career Path & Advancement Opportunities* - Focus on promoting from within and training paths.
* *Fun Events & Team Lunches*

*Impound Supervisor's Job Responsibilities: *

* Evaluate daily, weekly, and monthly performance of all team members to ensure top performance.
* Monitor and coach team throughout the day based on real-time information.
* Demonstrate NSD's core values, vision and purpose by leading by example and holding Impound Specialists accountable to the same high standards.
* Conduct team's performance reviews and disciplinary actions.
* Ensure Impound Specialists are meeting time to dispatch expectations and resolving issues expeditiously.
* Address challenges and problems that have been escalated.
* Report, analyze and resolve system, customer, and operations issues that impact service quality.
* Ensure that Impound Team Leaders and Impound Specialists adhere to their schedule and attendance requirements.
* Conduct daily team huddles to set expectations for the day.
* Work with QA department identify areas of opportunity of improvement for the team.
* Learn the Impound Specialist's role to be able to assist in any area of deficiency.

*Education/ Work Experience and Job Competencies Need for the Impound Supervisor: *

* College degree preferred.
* High School diploma or GED
* 2+ years in a supervisor role preferably in a call center (sales/retention) environment
* Experience meeting quotas/targets
* Job Competencies:
* Must demonstrate a positive attitude with both internal & external members
* Excellent interpersonal communication skills (verbal and written)
* Must have working knowledge of Excel, Word, and Outlook
* Ability to multi-task, follow up, and meet deadlines/goals
* Strong attention to detail and an active listener
* Must demonstrate polite and professional demeanor
* Must be able to manage conflict and find resolutions that help build teamwork and builds interpersonal relationships
* Must have leadership skills that creates a supportive and motiving environment but also ensures accountability
* Must have time and priority management skills to boost productivity and efficiency
* Must have problem solving and critical thinking skills.
* Ability to manage performance in real-time and develop employees
* Ability to identify discrepancies and take initiative to research variances and correct

NSD is an equal opportunity employer and a drug free workplace.


Location: 4660 Communication Ave, Boca Raton, FL 33431

Job Type: Full-time

* Dental insurance
* Health insurance
* Retirement plan
* Vision insurance
* 8 hour shift

Ability to commute/relocate:
* Boca Raton, FL 33431: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: Nation Safe Drivers, Boca Raton , Call Center Supervisor- 3:30-midnight, Other , Boca Raton, Florida

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