We are seeking a highly organized and proactive individual to join our team as a Supervisor of Service Operations.
In this role, you will be responsible for overseeing the daily operations of our dispatch team and ensuring work orders are routed to the appropriate service resource in a timely and efficient manner.
You will work closely with various levels of leadership to develop and implement strategies to improve performance and customer satisfaction.
*DUTIES AND RESPONSIBILITIES*
* Supervise a team of dispatchers by providing guidance and support to help them improve their skills and knowledge.
* Develop and implement policies and procedures for call routing and prioritization, ensuring that calls are handled in a timely and efficient manner.
* Recruit, hire, and train new call center dispatchers, and provide ongoing training and development opportunities to existing team members.
* Identify and implement process improvements and technology solutions to improve call routing and customer service.
* Aid in handling escalated calls in partnership with field management
* Develop and track departmental Key Performance Indicators focused on customer satisfaction including response times, dispatching accuracy and soft skills.
* Perform periodic performance reviews.
* Manage adherence to employee work schedules, breaks, lunches, and weekend rotation
* Encourage cross-departmental collaboration initiatives that optimize customer experience.
* Perform other duties as assigned.
*QUALIFICATIONS*
* Bachelor's degree in business, management, or a related field.
* 3+ years of experience in a process-driven environment, with at least 1 year of experience in a supervisory role preferred.
* Strong leadership and communication skills, with the ability to motivate and inspire a team.
* Proficient with call center software and technology, including call routing systems and performance tracking tools.
* Excellent problem-solving and critical thinking skills, with the ability to identify and implement solutions to complex issues.
* Flexible and adaptable, with the ability to work well under pressure and in a fast-paced environment.
Job Type: Full-time
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Employee discount
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Parental leave
* Referral program
* Tuition reimbursement
* Vision insurance
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* Overtime
Education:
* Bachelor's (Preferred)
Ability to Commute:
* Springfield, IL 62711 (Required)
Work Location: In person
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