CALL CENTER SHIFT SUPERVISOR FOR THE DOT (SYRACUSE, NY)

About the role

CABVI is seeking a Shift Supervisor for the DOT to oversee call center operations with and without supervision of the Call Center Manager. Organize and supervise day-to-day operations and activities of a contact center team to achieve key performance goals, assist with the queue during peak times, become proficient in handling inbound and outbound calls for assigned accounts/contracts, and support building and developing an effective, high‑performance team.

Responsibilities

• Field questions from team and possibly clients; recommend corrective services to address customer complaints, providing guidance and timely feedback.
• Participate in the interviewing and hiring process.
• Assist in training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products, including those utilizing accessible technology.
• Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer‑oriented etiquette.
• Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Use call‑monitoring equipment to complete evaluations of Customer Service Representatives; monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide positive, constructive feedback as required.
• Supervise day‑to‑day operations and activities of a contact center team to achieve key performance goals.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Build and develop an effective and high‑performance team; provide coaching to improve and maintain team performance and is directly responsible for performance management processes for improving agents’ key performance metrics.
• Demonstrate professional emotional intelligence leadership skills, modeling professional behavior and boundaries.
• Lead and direct in a manner that creates a positive work environment, inspires employees, ensures a friendly and motivating work environment, exhibits a growth mindset, and produces desired business outcomes.
• Maintain daily and weekly statistics for individual direct reports, analyze department results, troubleshoot operational problems and complete team reports as required.
• Complete all reporting, CABVI and client specific, by the required due dates.
• Conduct performance reviews with direct reports.
• Work with Contact Center Manager to identify operational improvements, identify opportunities for contact center efficiency and inter‑departmental partnerships; devise possible improvements/solutions for continuous process improvements.
• Keep senior management informed about issues or problems.
• Serve as point of escalation for transactions requiring advance expertise or discernment to resolve complex customer issues and ensure timely follow‑up and customer satisfaction.
• Answer front line customer inquiries as needed during peak or critical times.
• Become a subject matter expert on DOT process and regulation.
• Resolve internal conflicts between employees if manager is unavailable.
• Maintain strict confidentiality of sensitive information as it pertains to their job at CABVI.
• Contribute to the overall efficiency and effectiveness of the department and the agency.
• Adapt to change and complete other duties as assigned by manager.
• Consistently achieve annual performance objectives and participate in professional goals