Emergency Response Supervisor

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual requirements and financial expectations
• Communicate expectations to employees and provide timely updates
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
• Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures
• Attend required manager development training/meetings
• Promote ITCON values through both behavior and attitude, including being an advocate for team members

Qualifications

• Associate degree in related field OR two to four years of relevant experience preferred
• English speaking proficiency
• Familiarity with CRM systems and practices
• Proficient using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Able to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Able to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule, which may include evening and weekend availability