2021 is shaping up to be a year of growth for Agero -- to ensure we are there for our customers in their time of need means we have front line leaders ready to inspire & coach their teams to levels of performance beyond expectations.
Agero is looking to add motivated, customer focused and high energy supervisors to our growing Tucson contact center. Whether you have been leading for awhile and you are looking for a push towards your next step or if you are a newer leader in search of an environment where you will be coached and afforded opportunities to grow-- look no further.
We offer this: a chance to lead highly motivated teams, to serve customers and a forum to excel. With over 20 years of contact center leadership experience, Agero's site director has an extraordinary track record of hiring and accelerating the careers of leaders who work for him -- we hope you will consider this amazing opportunity.
In this Role you will:
Supervises, coaches, develops and motivates contact center team by demonstrating leadership and interpersonal skills. Ensures efficient performance of the team through a balance of human and technical resources and consistent contribution to management team objectives by active teamwork. Provides guidance to contact center team that fosters team growth and performance. Serves as a primary point of contact for day-to-day application of organizational policies and procedures.
The Day to Day: Supervises team of associates to maintain strong teamwork and customer service levels. Reviews ACD data to monitor the length of time customers remain on hold. Answers questions and recommends corrective services to address customer complaints. Monitors productivity and performance of customer service representatives and provides feedback, instructions and intervenes as necessary. Monitors case activity in the system to ensure proper handling and adherence to policies and procedures. Researches possible resolutions and/or redirects issues when appropriate. Prepares performance evaluations and participates in discussions around performance standards. Works with Account Managers to anticipate client needs and identify opportunities and new ideas. Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access . Applies work procedures, supervises work schedules, and expedites workflow. Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives. Manages and participates in project development. Education, Experience & Other Attributes: Associate Degree or equivalent work experience 1-2 Years of customer service experience Experience managing people and client relationships
This position is for a PM / OVN Shift!!
Agero is the market leader of next generation software-enabled driver safety services and technology, pushing the limits of big data to transform the entire driving and car ownership experience. The majority of leading vehicle manufacturers and insurance providers use Agero's roadside assistance, accident management, dispatch, consumer affairs and telematics innovations to strengthen their businesses and create stronger, lasting connections with their customers. Together, we're making driving smarter and safer for everyone.
**Hiring during COVID-19: We understand that this is a difficult time for many people and their families. At Agero, we are doing everything we can to keep all our employees and contacts safe, including candidates for potential roles. All interviews are either conducted via phone or by video and hiring is 100% virtual at this time.
Please note this is an on-site position located at 1401 S. Pantano Road in Tucson, AZ. Training may be remote initially, but all associates will be expected to return to work on-site. This is not a work from home/remote opportunity.
To be eligible for this role you must: Currently live in the greater Tucson, Arizona area. Understand that you will be required to work from the physical office in Tucson, AZ at 1401 S. Pantano Rd. Submit a completed application - A completed application will include, Personal Information, Work History, Education History and Confirmation and Consent of the application.