Job Title: Call Center Supervisor (On-Site)
The Company
Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.
The Role
We are seeking a skilled Call Center Supervisor to oversee daily operations and personnel within our customer service department. The Supervisor will be responsible for managing a team of customer service representatives, ensuring efficient and high-quality service delivery to our clients. The ideal candidate will have prior experience in a call center environment, strong leadership abilities, and excellent communication skills.
Responsibilities:
- Manage and supervise a team of customer service representatives.
- Set clear team goals and motivate team members to achieve them.
- Monitor the performance of team members and provide coaching and feedback.
- Handle escalated customer complaints and resolve complex issues.
- Develop and implement training programs to improve team performance.
- Create and maintain reports on call center metrics, such as service level, abandonment rate, and average handling time.
- Ensure adherence to company policies and procedures.
- Collaborate with other supervisors and departments to ensure smooth operations.
- Conduct regular team meetings and one-on-one sessions with team members.
- Stay updated on industry trends and advancements in call center technologies.
Requirements:
- Proven experience as a Call Center Supervisor or similar supervisory position in a customer service environment.
- Excellent leadership and interpersonal skills.
- Strong problem-solving abilities and a results-oriented approach.
- Ability to work well under pressure and handle multiple priorities.
- Proficiency in call center software and telephony systems.
- Knowledge of performance evaluation and quality assurance metrics.
- Flexibility to work shifts and weekends as required.
Preferred Qualifications:
- Certification in Call Center Management (e.g., CCMP) is a plus.
- Experience with CRM systems (e.g., Zendesk).
What the Team is Saying
Similar Jobs
.jpg)
What We Do
Metropolis Technologies, Inc. is an artificial intelligence company whose computer vision platform enables checkout-free payment experiences for the real world. Its proprietary AI-driven technology reaches more than 50 million customers while reducing costs, increasing transparency and capturing additional revenue for real estate partners. Following its take-private acquisition of SP+, Metropolis is now the largest parking network in North America with more than 4,000 locations. To learn more about Metropolis, please visit www.metropolis.io.
Why Work With Us
We’re not your typical technology company. We’re world-class software and hardware engineers, we’re neighborhood urbanists and operators, we’re caring customer support specialists, we’re nerdy data scientists and machine learning engineers, we’re designers and architects… and many things in-between and beyond.
Gallery
Metropolis Technologies Offices
OnSite Workspace
Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week.
