Supervisor, Call Center Operations
Company: Solera Holdings, Inc
Location: Fort Myers
Posted on: January 10, 2019
Call Center Mgmt (BPO): Oversees the activities of a call center that provides outsourced operational/business processes support for contracted companies. Ensures quality service and operational performance within the parameters of the customer's program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language and accent training and support of overall customer requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Supervisor, Call Center Operations Who We Are Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com. The Solera Way Solera's uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability). We define our mindset using Our 3H's: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits. The principles, drills, and values associated with the Solera Way have been fundamental to Solera's success and our ability to grow, continuously change, and innovate. Are You Uncommon? We're on the hunt for an experienced Supervisor, Call Center Operations who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. You will serve as the Supervisor, Call Center Operations. What You'll Be Doing At Solera, we believe in providing clarity and focus to what are volunteers are responsible for - their mission. The 80's, as we call them at Solera, are the employee's priorities associated with their role or mission. The mission 80's for this role, are: - Coach, motivate, develop and guide employee performance through a variety of mechanisms such as observations, metrics and feedback from customers, peers and management. - Provides support in the Performance Management efforts of their respective teams to achieve multiple Service Level commitments. - Manage employee life cycle. Additional responsibilities of the role include: - Review Key Performance Metrics - Delivering feedback based on Quality Assurance Audits - Communicate and enforce policies and procedures - Coach agents (1x1, group sessions) based on Quality Assurance and Key Performance results - Responsible for the discipline of employees up to and including termination of employment - Promptly responds to customer/client questions and concerns, escalates as necessary - Develop Training Materials - Must be flexible to work extended hours, including weekend, holidays, evenings, etc., as necessary Are You Qualified? - Experience in customer service - Organization skills - Strong problem-solving skills - Excellent communication (verbal and written) skills - Ability to take initiative, identifying potential problems and solutions - Excellent interpersonal skills, judgment and decision-making skills - Maintains a visible presence that encourages and supports employee communications Our Space We believe that offices should be destinations where people want to be??? places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera's work environments are intersections of the old and the new??? of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration. We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy. This wellness plan is our commitment to healthy living, which spans across our office environments. Florida
Keywords: Solera Holdings, Inc, Fort Myers , Supervisor, Call Center Operations, Other , Fort Myers, Florida
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