Call Center Supervisor - 2nd Shift

Role Overview  

Responsible for the daily/nightly management and oversight of dispatchers with the ability to resolve the overwhelming majority of difficult calls/problems without involving next level manager. 

Key Responsibilities  

• Provide direct daily/nightly supervision of Central Station dispatchers through monitoring and managing our Central Station Quality Monitoring Program.
• Responsible to review work of employees to ensure accuracy and adherence to departmental and company policies and procedures.
• Assist in the development, implementation, and delivery of departmental training programs to ensure direct reports receive departmental orientation and necessary on-the-job training.
• Identify training and development needs of direct reports. 
• Monitor performance of direct reports and provide regular coaching and counseling.
• Assist in preparation and delivery of salary and performance reviews of direct reports.
• Partner with department manager and Human Resources to assist in the handling of disciplinary issues. 
• Assist in the interview and selection of qualified personnel. Recommend personnel actions. 
• Monitors, responds to, and dispatches on emergency signals.
• All other duties as assigned.

Qualifications  

• Bachelor's degree preferred or equivalent work experience.
• A least two years of supervisory experience in a call center or customer service-related capacity, or equivalent experience 
• Must have a working knowledge of Microsoft applications or desire and ability to learn.
• Bilingual a Plus 

Work Requirements:  

• Position is considered sedentary and requires extended periods of PC exposure. 

EEOC Statement  

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.