Supervisor, Driver Service Center
Wheels

Job Description:

JOB OVERVIEW

The role of the Driver Services Supervisor is to instruct, coach, train and motivate a team of Driver Services Associates to provide world-class customer service and support. Driver Services supports all Wheels products and services which have various service requirements and requires utilizing many computer applications. Driver Services is a multi-skilled, high-volume environment and requires working knowledge of applications including, but not limited to the following: MAP, Purchase to Pay, Lotus Notes, Client Activity Tracker and Client Services Desktop. The supervisor will observe and evaluate work performance, interpret and communicate client guidelines, resolve escalations, make recommendations concerning process and procedures, plan and execute initiatives.

KEY RESPONSIBILITIES:

People management

• Supervise a team of evening department personnel
• Conduct monthly one on one performance evaluations
• Write and deliver annual performance appraisals
• Implement corrective action procedures
• Recognize and reward agent progress
• Manage availability of agents on real-time basis to ensure Service Level expectations
• Coordinate alignment of staffing guidelines
• Monitor attendance and take corrective action when necessary
• Proven ability to motivate and develop front line employees
• Proficient in real time documentation
• Ability to facilitate Team meetings
• Excellent relationship building skills
• Visible and accessible to all employees

Business Process Support

• Support/develop day to day processes in the center
• Handle and manage escalated situations in order to identify skill gaps, training needs and improve employee performance
• Help agents resolve problems and make decisions
• Answer policy and process questions
• Answer questions around systems and tools
• Answer escalated customer calls
• Help evaluate existing systems and tools and plan for future
• Lead improvement initiatives and be skilled in change management
• Support all evening call center functions and special projects

Performance Measurement

• Gather and analyze performance data
• Set agent goals/objectives and report accordingly
• Support the financial objectives of the Call Center including budget and cost effectiveness
• Work collaboratively to meet all key performance indicators and service levels specific to Driver Services
• Work with Management and HR to hire and/or terminate employees.

Quality Management

• Provide timely and constructive feedback
• Identify training opportunities for agents including on the job training
• Prepare professional development plan for each agent
• Provide ongoing communication to agents
• Be knowledgeable of all products that DSC supports by attending various in-house training programs

Other

• Act as a liaison to other business partners, internal departments and vendors for the call center
• Support special projects for process or system improvements in the center
• Must be available to work Monday-Friday 5:30 am- 12:00 am CT and willing to fill any coverage gaps in the overnight hours.
• Must be available on holidays.
• Other duties as assigned.

QUALIFICATIONS

• Observes high level of confidentiality
• Must be certified in the following products: MAP, Registration, Collision, Ordering and Driver Assistance.
• Strong customer and communication skills
• Call center tool knowledge of 59 preferred
• Organized and detail oriented
• Ability to handle multiple priorities and high volumes of work.
• Team player
• Knowledge of Salesforce case management is beneficial, but not required
• Project management capabilities

• Carry out supervisory responsibilities in accordance with the organization's policies and procedures.

EDUCATION and/or EXPERIENCE

2 - 3 years of leadership experience in a high volume, multi-skilled center utilizing various call center tools preferred. College degree preferred.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate call center tools.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

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