What are the responsibilities and job description for the Service Center Supervisor position at Bswift?
We're looking for motivated and goal-driven team members who can do what it takes to make a company great. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you have the bswift values of higher standards, greater accountability and more fun, we want to hear from you!
* Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions and give ongoing feedback.
* Proactively monitors and manages daily workflow and timely reporting to ensure business objectives are maintained and accurately reported; proactively ensures resources are aligned appropriately and provides immediate feedback to staff not meeting expectations. This includes but is not limited to quality expectations, schedule adherence, and attendance.
* Ensures staff are adhering to legal, security and compliance requirements.
* In coordination with bswift management, effectively tracks and communicates bswift HR policies and practices, i.e., Attendance, Code of Conduct, Disciplinary Guidelines.
* Builds a cohesive team that works well together; motivates others to balance customer needs and business success.
* Develops strong collaborative relationships with peers and internal business partners to maintain excellent lines of communication and share resources/knowledge/ expertise to meet common service center objectives.
* Acts as liaison between staff and other areas, including IT and bswift management, communicating workflow results, ideas, and solutions.
* Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs.
* Identifies barriers to job performance and advocates for process improvement.
* Monitors calls and completes weekly quality evaluations
* Identify, report and track risk within team in effort to minimize impact to delivery from a staffing perspective
* Work with operations to meet and exceed client deliverables by managing metrics at the individual and team level
* Drive the individual performance metrics of your team and your clients.
Partner with the Quality team, and Client Delivery Lead regularly to assess and identify training needs.
Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.
In the spirit of pay transparency, we are excited to share the base salary range for this position is $55,000-$65,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!
At bswift, our values are Higher Standards, Greater Accountability and More Fun. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.
bswift was named one of Chicago's Best and Brightest Companies to Work For in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation's Best and Brightest Companies to Work For in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.
We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
If you have what it takes to join our award-winning culture, we'd love to hear from you!