Communications Center Supervisor

Job Summary

Keystone Management is searching for an individual to organize and direct the staff of the communications center. This individual will be responsible for assessing their work and giving feedback to maximize performance and train new team members.

The Communications Center Supervisor must be able to make decisions quickly and communicate them effectively so that their team can continue to work efficiently. They must also have customer service and supervisory experience and organization skills to lead their team effectively.

Essential Functions

· 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

· Measure performance with key metrics such as call abandonment, calls waiting etc.

· Ensure adherence to policies for attendance, established procedures etc.

· Keep management informed on issues and problems

· Ensure payroll is accurate and submitted to the appropriate payroll personnel in a timely manner and when applicable, correct any payroll discrepancies.

· Responsibilities include directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

· Meet all daily and monthly productivity measures

· Adhere to all Communication Center specified and client driven standards for daily work order processes.

· Proficiency with Telecom system including logging in and out, and correct usage of aux codes

· Calm and professional handling of emergency situations by following approved channels including notification of appropriate personnel until resolution.

· Perform other duties as assigned

Education and Experience

· High School Diploma

· 1-2 years of supervisory experience

· Knowledge of scheduling

· Proven experience in people management

Qualifications/Skills

· Excellent leadership and management skills

· Excellent customer service skills

· Excellent problem solving and negotiation skills

· Working knowledge of MS Office

· Outstanding communication and negotiation abilities

· Excellent organizational skills

· Excellent interpersonal and active listening skills

· Ability to work under pressure

· Ability to work a flexible schedule

· Strong data analytical abilities

· Dependable and punctual to all established working hours along with department, project, or department meetings.

· Ability to follow specific processes, policies and deadlines; this includes department, corporate, and client policies.

· Clerical and Organizational Skills to handle multiple tasks simultaneously with an attention to detail

Requirements:

• Must be able to pass a driving record and background history check
• Must be able to pass a drug test
• Must be able to pass a Federal Aviation Administration background check

Benefits:

• Paid Time Off
• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Life and AD&D insurance
• Company referral program
• Educational reimbursement

Keystone Management, Inc. is an Equal Opportunity/Affirmative Action employer. It is our policy to employ qualified applicants for all positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, genetic information, or other protected status.

Job Type: Full-time

Pay: $23.00 – $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Charlotte, NC 28208: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervisory: 1 year (Required)
• Customer Service: 1 year (Required)

Work Location: In person