1 day old

Call Center Supervisor - Orlando, FL

Orlando, FL
  • Job Code
Company AECOM

Job Title: Call Center Supervisor - Orlando, FL

JobID: 23339-1228053

Location: Orlando, FL, 32806, USA

Description: **Business Line** Water

**Position Title** Call Center Supervisor - Orlando, FL

United States of America - Florida


**Job Summary**

AECOM is actively seeking a highly talented and motivated Call Center Supervisor for immediate employment in the Orlando, FL Office.

Responsible for managing the daily activities of a team of customer service representatives and team leads. Ensures quality and efficient delivery of service to customers through a variety of tasks designed to meet or exceed stated key performance indicators. Assists management team in identifying, analyzing, developing and implementing staffing, training, scheduling and recognition/reward programs. Works with team leads to identify areas of opportunity for training and process improvement. Verifies and generates reports for management team.

The responsibilities of this position include, but are not limited to:

+ Ensure sufficient staff coverage of all program shifts, to deliver high quality customer service to inbound callers

+ Create and maintain shift-schedules as needed

+ Manage Call Center Leads and conduct on-site coaching and training as needed

Function as call service representative as needed, including:

+ Handle a high volume number of calls for a blended call center. (Inbound and Outbound calls)

+ Obtain accurate client information, determine program eligibility and maintain database accuracy

+ Obtain client information by answering telephone calls, interview clients; verify information

+ Determine applicants’ program eligibility by comparing client information to program requirements

+ Inform clients of program procedures; accurately answer questions and provide program information Maintain communication equipment by reporting problems

+ Ensure voicemails are captured from previous day and assigned out to Call Service Representatives for timely response

+ Handle elevated high priority calls

+ Maintain and improve quality results by adhering to standards and guidelines; recommend procedural improvements as may be needed

+ Other duties as assigned

**Minimum Requirements**

+ High School Diploma or GED

+ Minimum of 4 years of experience performing duties such as document management, management answering incoming calls, interacting with public, and using computer software to manage data, including experience supervising call center teams

+ Must pass a State and Federal criminal history/security background check

+ Physically able, with or without an accommodation, to work in an indoor environment. Position requires frequent keyboard/mouse operations, and repetitive or fine hand movements; often standing/walking; occasionally climbing stairs, and lifting less than 25 pounds; rarely operating vehicles, and lifting of 25-50 pounds;. Position requires repetitive fine movements (keystrokes, data entry); computer glare/long periods of screen-time; use of headsets for audio controls

+ Excellent English language proficiency in both verbal and written communication

+ Must possess strong telephone skills, including but not limited to the ability to present information professionally and clearly over the telephone; and the ability to maintain cool composure in stressful situations

+ Must possess and display strong listening skills

+ Demonstration of data-entry competence, including accurate key entry, ability to type by touch; 10 key skills preferred

+ Demonstrated ‘people skills,’ including the ability to interact effectively with the general public in a professional manner

+ Must be able to convey accurate information to the caller (i.e., about the program and how to apply, next steps, etc. ), based on inputs received from callers. Must maintain a high degree of attention to detail, including the ability to document information accurately and coherently

+ Must demonstrate a high attention to customer service in all interactions with public, including maintaining a calm and professional demeanor, including in the face of conflict and in stressful situations

+ Must demonstrate ability to ‘multi-task,’ or perform various job tasks simultaneously, effectively and accurately

**Preferred Qualifications**

+ College degree

+ Prior management/supervisory experience

+ Prior call center experience

+ Disaster management experience

+ Bilingual (Spanish and French Creole preferred)

**What We Offer**

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

_NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM._

**_Job Category_** _Administrative Support / Secretarial_

**_Country_** _United States of America_

**_Position Status_** _Part-time Variable_

**_Requisition/Vacancy No._** _178116BR_

_Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status._


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