Customer Service Supervisor (Finance)

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Supervisor to join our team in Dover, Delaware.

Job Summary: The Call Center Supervisor is primarily responsible to supervise, train, and monitor the daily activities, tasks, and all projects of the customer service staff under their direction. The Call Center Supervisor also addresses all Customer Service issues pertaining to account-related inquiries and violation image identification, approvals and customer research by executing duties and responsibilities personally or through subordinate staff.

Essential Duties and Responsibilities include but are not limited to the following:

• Tracks and records performance measures and reports these measures to management on a daily basis.
• Continually assesses Customer Service levels for performance and monitors customer feedback.
• Ensures that all Customer Service Representatives are courteous, professional and attuned to customer needs.
• Ensures that the Customer Service staff is taking appropriate steps when an event needs to be escalated for resolution.
• Effectively delegates work tasks to ensure that Customer Service performance measures are met.
• Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
• Continually assesses training needs through auditing and monitoring. Provides staff with the appropriate tools and training to succeed.
• Writes performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
• Maintains attendance records for staff members on a daily basis
• Monitors customer interactions for quality and provides feedback
• Monitors system reports to ensure that all processes are on schedule and accounted for.
• Assists in decision making for new processes and procedures regarding business processes and procedures
• Provides coaching to team leads and direct reports
• Evaluates staff needs and work level requirements to ensure adequate staff availability and job satisfaction.
• Take steps as necessary to ensure staff meets minimum service standards and encourages staff to exceed standards.
• Regular and predictable attendance is an essential function of this job

Required Skills and Experience:

• High school diploma or equivalent education
• At least 1 year prior customer service and call center experience
• Excellent knowledge of Microsoft Word and Excel required
• Excellent written and verbal communication skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of the organization
• Excellent mathematical skills
• Excellent reasoning ability
• Prior supervisory experience

Supervisory Responsibilities: Directly supervises up to 20 employees.

Language Skills: Bi-lingual fluency in English and Spanish preferred.