Supervisor, DSC

Job Description:

JOB OVERVIEW The role of the DSC 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 - ESSENTIAL FUNCTIONS

• Business Process Support
  • Support/develop day to day processes in the center.
  • Handle and manage escalated situations 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
  • 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 Duties
  • 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 5:45 pm- 2:30amand willing to fill any coverage gaps in the overnight hours.
  • 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
  • Other duties as assigned.

LEADERSHIP RESPONSIBILITIESNumber of Direct Reports:

• 11-19

Number of Indirect Reports:
Budget/PNL Responsibility:
Leadership Responsibilities Strategy:

• 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.

COMPETENCIES - SKILLS

• 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 I3 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 EXPERIENCE

• Two (2) to three (3) years of leadership experience in a high volume, multi-skilled center utilizing various call center tools preferred.
• High School Diploma required - College degree preferred.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENTWork Environment: This position is in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: Minimal travel expected
Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

$53,900-$75,400

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

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.