**Job Description

Title: Call Center Supervisor

Reports to: Transportation Manager

Overview: Responsible for the supervision of the transportation call center. Ensure the highest level of customer service is provided to Regional School Choice Office (RSCO) families, schools, vendors, staff and other key stakeholders. Assist Transportation Manager as needed.

Essential Duties and Responsibilities:

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• Communicate the mission, goals, values, principles, and expectations of CREC to all employees.
• Supervise CSRs and leads.
• Produce reports, provide analysis and solutions to issues related to the call center. Modify work flow as necessary to manage call volume. Develop strategies to improve service.
• Serve as an active member of the transportation management team providing support and ideas to improve processes.
• Work closely with the transportation vendors to ensure the highest quality service for students and schools.
• Resolve issues with transportation vendors. Liaison with vendors to provide quality services to families, schools and staff.
• Resolve issues related to parent calls
• Conduct regular Call Center staff meetings and training/workshops.
• Oversee the completion of all functions of the call center.
• Maintain records for the Call Center including employee schedules, accident/incident forms, evaluations, memos, work assignment log.
• Provide guidance and constructive feedback to Call Center staff.
• Provide professional development opportunities to Call Center staff.
• Enforce policies and procedures in the Call Center.

Required Education/Experience:

• High School Diploma or equivalent.
• Minimum five years customer service supervisory experienced required.
• Superior interpersonal skills with the ability to work with people with various backgrounds.
• Strong supervisory skills. Must be able to motivate and mentor staff.
• Strong computer skills required.
• Excellent verbal and communication skills.
• Must have strong conflict management skills.
• Must be highly organized and maintain good demeanor under pressure.
• Bilingual preferred (Spanish/English).

To access the job description and salary range please clickhttps://www.crec.org/careers/jobs.php{target="_blank"}