The role of the Driver Services Supervisor is to instruct, coach, train and motivate a team of Driver Services Associates to provide world-class customer service and support. Driver Services supports all Wheels products and services which have various service requirements and requires utilizing many computer applications. Driver Services is a multi-skilled, high-volume environment and requires working knowledge of applications including, but not limited to the following: MAP, Purchase to Pay, Lotus Notes, Client Activity Tracker and Client Services Desktop. The supervisor will observe and evaluate work performance, interpret and communicate client guidelines, resolve escalations, make recommendations concerning process and procedures, plan and execute initiatives.
KEY RESPONSIBILITIES:
People management
Supervise a team of evening department personnel
Conduct monthly one on one performance evaluations
Write and deliver annual performance appraisals
Implement corrective action procedures
Recognize and reward agent progress
Manage availability of agents on real-time basis to ensure Service Level expectations
Coordinate alignment of staffing guidelines
Monitor attendance and take corrective action when necessary
Proven ability to motivate and develop front line employees
Proficient in real time documentation
Ability to facilitate Team meetings
Excellent relationship building skills
Visible and accessible to all employees
Business Process Support
Support/develop day to day processes in the center
Handle and manage escalated situations in order to identify skill gaps, training needs and improve employee performance
Help agents resolve problems and make decisions
Answer policy and process questions
Answer questions around systems and tools
Help evaluate existing systems and tools and plan for future
Lead improvement initiatives and be skilled in change management
Support all evening call center functions and special projects
Performance Measurement
Gather and analyze performance data
Set agent goals/objectives and report accordingly
Support the financial objectives of the Call Center including budget and cost effectiveness
Work collaboratively to meet all key performance indicators and service levels specific to Driver Services
Work with Management and HR to hire and/or terminate employees.
Quality Management
Provide timely and constructive feedback
Identify training opportunities for agents including on the job training
Prepare professional development plan for each agent
Provide ongoing communication to agents
Be knowledgeable of all products that DSC supports by attending various in-house training programs
Other
Act as a liaison to other business partners, internal departments and vendors for the call center
Support special projects for process or system improvements in the center
Must be available to work Monday-Friday 10am - 7:00 pm and willing to fill any coverage gaps in the later evening hours
Other duties as assigned.
QUALIFICATIONS
Observes high level of confidentiality
Must be certified in the following products: MAP, Registration, Collision, Ordering and Driver Assistance.
Strong customer and communication skills
Call center tool knowledge of I3 preferred
Organized and detail oriented
Ability to handle multiple priorities and high volumes of work.
Team player
Knowledge of Salesforce case management is beneficial, but not required
Project management capabilities
Carry out supervisory responsibilities in accordance with the organization's policies and procedures.
EDUCATION and/or EXPERIENCE
2 - 3 years of leadership experience in a high volume, multi-skilled center utilizing various call center tools preferred. College degree preferred.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate call center tools.
Our Benefits
Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.
Pay Range: $53,900-$75,400 The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
