DOT Call Center Shift Lead: Drive Team Performance

CABVI; City of Syracuse (NY); Sur place; USD 25 000 - 35 000; Plein temps

Avantages offerts par ce poste

None

Résumé du poste

CABVI in Syracuse, NY is seeking a Call Center Shift Supervisor for the DOT to oversee daily contact center operations and help a high-performance team meet service goals.

You will supervise, coach, and develop staff, handle inbound/outbound interactions, and ensure adherence to procedures while maintaining strong customer satisfaction. In-house role with regular reporting and escalation responsibilities.

Qualifications

• A high school diploma or GED is required, with one-year experience in customer service or a call center, or an equivalent education/experience mix.
• Previous supervisor or management experience is preferred.

Responsabilités

• Oversee day-to-day call center operations to achieve performance goals.
• Assist in interviewing, training, and coaching call center staff.
• Manage contract traffic and monitor metrics such as calls waiting and abandonment rate.
• Serve as escalation point for customer issues and ensure timely follow-up.
• Maintain confidentiality and adhere to CABVI policies and DOT processes.

Connaissances

Leadership

Communication

Coaching

Customer service

Team management

Problem solving

Formation

High school diploma or GED

Outils

Microsoft Office

Data entry

Internet navigation

Description du poste

CABVI in Syracuse, NY is seeking a Call Center Shift Supervisor for the DOT to oversee daily contact center operations and help a high-performance team meet service goals.

You will supervise, coach, and develop staff, handle inbound/outbound interactions, and ensure adherence to procedures while maintaining strong customer satisfaction. In-house role with regular reporting and escalation responsibilities.