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    Call Center Supervisor - Phoenix, United States - Eclaro

    Eclaro
    Eclaro Phoenix, United States

    1 week ago

    Default job background
    Technology / Internet
    Description

    Eclaro is seeking a highly customer service-focused, analytical individual with a strong emphasis on process improvement to join our client's team as a Call Center/Scheduling Supervisor. The ideal candidate will have experience with scheduler software, ideally Trapeze, and familiarity with Paratransit operations and contracts.

    Responsibilities:

    • Supervise a team of 13 direct reports, including 7 Same Day Schedulers, 4 Next Day Schedulers, and 3-4 Customer Service Representatives (CSRs) on each shift, with some overlapping of employees with other supervisors.
    • Ensure efficient scheduling and dispatching of transportation services in accordance with ADA rules, fixed route vs. paratransit regulations, and 24/7 operations requirements.
    • Monitor scheduling software to optimize routes, minimize scheduling violations, and improve overall service delivery.
    • Implement and enforce best practices for customer service excellence, including timely responses to inquiries, issue resolution, and proactive communication with clients.
    • Collaborate with other supervisors and management to address operational challenges, streamline processes, and enhance service quality.
    • Provide ongoing training, coaching, and performance feedback to direct reports to foster professional development and ensure adherence to company policies and procedures.
    • Generate and analyze reports on key performance indicators (KPIs), such as on-time performance, service utilization, and customer satisfaction, to identify areas for improvement and inform strategic decision-making.
    • Act as a liaison between frontline staff, management, and external stakeholders to facilitate effective communication and problem-solving.

    Qualifications:

    • Bachelor's degree in a related field or equivalent work experience.
    • Previous experience in a similar role within the Paratransit or transportation industry preferred.
    • Proficiency in scheduling software, ideally Trapeze, with the ability to quickly learn and adapt to new systems.
    • Strong understanding of ADA regulations, fixed route vs. paratransit operations, and 24/7 service requirements.
    • Excellent analytical skills with the ability to interpret data, identify trends, and recommend actionable solutions.
    • Exceptional communication and interpersonal skills, with a focus on providing exceptional customer service.
    • Proven leadership ability with experience managing and motivating teams to achieve performance goals.
    • Detail-oriented with a commitment to accuracy and efficiency in all tasks.
    • Flexibility to work shifts as needed to support 24/7 operations.
    • This position offers the opportunity to make a meaningful impact on our organization's success and contribute to the delivery of essential transportation services to our community.
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