JOB FUNCTION: Oversees all aspects of Call Center operations and provides planning, organization,
and direction for Call Center operations for Routes and Scheduling, Reservations and Customer Relations staff.
ESSENTIAL DUTIES AND RESPONSIBLILITIES:
1.Facilitates the development of departmental plans, strategies, and policies in collaboration with
other departments to implement work priorities and standards and meet departmental goals.
2.Develops staff for peak performance through hands on mentoring and one-on-one meetings,
consistent training and coaching and other means of staff development, counseling,
communicating job expectations, and formal performance reviews.
3.Ensures Call Center Supervisor is trained in all areas of Call Center operations.
4.Establishes and implements procedures and work methods for all areas of the Call Center and
its employees and continuously monitors and evaluates the efficiency and effectiveness of service
delivery.
5.Enforces policies and procedures, addresses deficiencies, and administers discipline in
accordance with the administrative handbook or the labor contract.
6.Ensures Call Center labor contract requirements are adhered to, including shift bids and holiday
and other sign ups and corrective action.
7.Ensures resolution of customer complaints. Takes escalated calls that are beyond the scope of a
Call Center Representative.
8.Ensures Call Center metrics and KPI’s are met weekly, monthly, and annually, and that data is
reported across all functional areas and to the CEO and external clients as required.
9.Reviews and anticipates how to maintain staffing levels to ensure adequate Call Center phone
coverage and that the Call Center is optimally staffed.
10.Reviews hours for payroll processing and ensure all Call Center staff timesheets are approved
and submitted on time. Approves and/ or denies vacation requests based on staffing needs.
11.Analyzes operational data and makes recommendations for formulating plans, programs, and
reports to streamline processes and improve Call Center operations through innovation.
12.Establishes and maintains effective working relationships with direct reports and other
departments within the organization.
13.Attends meetings and participates in conferences calls with clients.
14.Works with other internal departments to address service issues, as needed.
15.Handles new hires process to include interviewing, training, and processing of all relevant documents for all staff.
OTHER DUTIES AND RESPONSIBILITIES:
1.Must be able to read, understand, interpret, and apply the provisions of a labor contract.
2.Handles first level union grievances for Call Center employees.
3.Participates in the development and administration of the Call Center budgets. Prepares budget
requests, approves expenditures, and adjusts as necessary.
4.Performs general office or administrative duties.
5.May be required to work weekends, holidays, or irregular hours, based on business needs.
6.Assumes additional responsibilities as required.
MINIMUM QUALIFICATIONS:
Education: Bachelor’s degree Business Administration, or related field. Overall experience may be
considered in lieu of advanced education.
Other: Minimum of 3-5 years of experience in a call center environment, with at least 1-2 years in a supervisory role. Possess excellent interpersonal, oral, and written communication skills to deal effectively with the public in person, on the phone as well as with coworkers, and in group settings. Must possess excellent organizational skills. Must be able to operate a personal computer and be proficient in Microsoft Office, especially Excel. Must possess good basic math skills. Experience using ACD phone systems (or similar) for reporting and performance analysis is desired. Experience using call monitoring software to query reports and develop performance analysis. Punctuality and consistent regular attendance are a must. Experience working in a union environment is preferred.