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    Call Center Supervisor - Colorado Springs, United States - Humane Society Pikes Peak Region

    Humane Society Pikes Peak Region
    Humane Society Pikes Peak Region Colorado Springs, United States

    4 weeks ago

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    Description

    Job Description

    Job Description

    Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion.


    **THIS JOB POSTING WILL CLOSE ON MAY 22, 2024**


    The call center supervisor is responsible for overseeing the call center and dispatch center daily operations. The call center supervisor will provide regular feedback to staff and the ALE Administrative Manager. This person works alongside dispatchers and call takers daily to provide exceptional customer service to customers, HSPPR staff, volunteers, and outside agencies. This person may be assigned direct reports who are primarily dispatchers or call-takers but must still be familiar with the operations in both the Call Center and in Dispatch.

    Key Duties and Responsibilities

    • Maintain a regular presence in the call center and dispatch center to provide staff support and ensure quality customer service is always delivered.
    • Routinely act as a call taker or dispatcher, performing all duties assigned to those positions.
    • Supervise daily workloads and make adjustments or fill in as necessary.
    • Monitor calls, voicemail, and email volume to ensure efficient response times and customer service quality.
    • Maintain knowledge of shelter and law enforcement operations for the Pikes Peak Region.
    • Works cohesively with all departments within the organization and keeps staff up to date on changes to various procedures.
    • Review lost reports when requested for emergency euthanasia decisions.
    • Provide accurate and friendly service to the public.
    • Oversee daily work processes and foresee problematic transactions prior to the need for escalation and act accordingly.
    • Ensure the call center and dispatch center are kept clean, uncluttered, and appropriately stocked.
    • Assist team leaders and staff with training new hires and volunteers.
    • Assist with maintaining and developing current training protocols.
    • Report customer issues that require escalation to the ALE Administrative Manager.
    • Document staff and customer complaints and provide feedback to the ALE Administrative Manager.
    • Handle customer complaints and concerns with professionalism and good judgement. Involve the ALE Administrative Manager when necessary.
    • Conduct department meetings in the absence of the ALE Administrative Manager.
    • Maintains knowledge of call center and dispatch programs and equipment. Works with outside agencies for troubleshooting and replacements when necessary.
    • Provide composed leadership in high stress situations to include, but not limited to, rescue and natural disaster situations in the absence of the ALE Administrative Manager.
    • Assist customers with interpretation and understanding of animal ordinances, department procedures, and responsible pet ownership.
    • Carefully documents all essential information in animal, person, activity, and kennel records.

    Oher:

    • Commitment to the mission, values, goals and success of HSPPR.
    • Appropriately documents observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
    • Perform all other duties as assigned.

    Supervisory Duties

    • Be vigilant and able to handle internal and external conflict. Promote open communication between coworkers, management, and customers.
    • Solicit employee input and, when appropriate, implement decisions affecting their work and workplace.
    • Provide feedback and coaching to call takers and dispatchers regarding their daily performance. Document and report the feedback to the ALE Administrative Manager.
    • Oversee the training of new employees and volunteers, providing regular feedback regarding the status of training to the ALE Administrative Manager.
    • In conjunction with the volunteer services manager, provide coaching and feedback to call center volunteers.
    • Assist CS supervisors and managers with financial reconciliation.
    • Assist the ALE Administrative Manager by providing feedback on policies and procedures affecting the call center and dispatch departments.
    • Participate in the interview and hiring process.
    • Provide input for and assist with staff performance evaluations.
    • Participate in leadership meetings and committees as assigned.
    • Other duties as assigned.

    Physical Demands

    • Regularly sits at computer station, often in a shared office environment.
    • The employee must regularly lift and/or move 25 or more pounds of moving weight and occasionally lift and/or move up to 40 or more pounds of moving weight.
    • May be occasionally required to climb or balance, stoop, kneel, crouch and crawl.
    • Regularly required to sit, reach with hands and arms, talk, hear, and is frequently required to stand and walk. May be expected to be on feet for extended periods of time.
    • Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.
    • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision and depth perception.
    • Regularly exposed to noise and potential exposure to hazardous weather conditions.
    • Potential exposure to cleaning supplies and/or other substances containing toxic or caustic chemicals.

    Schedule Requirements

    Schedule will include weekend and evening work.

    Education/Experience Necessary

    • Ability to effectively read, write, interpret, communicate, perform basic problem solving, and perform basic math as commonly expected from completion of a High School Diploma or Equivalent Education
    • One year experience as staff supervisor preferred.
    • Advanced training and/or instruction in the field of animal care. Equivalent combination of education and/or experience may be considered.
    • One year experience in a high-volume customer facing role required, preferably in an animal care field.

    NOTE: The job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

    Job Posted by ApplicantPro
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