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Posted: Wednesday, September 6, 2017 7:47 PM

Job Description:/h3:
AutoReturn is a technology:enabled services company relieving cities and police of the day:to:day administration of managing towing operators. We automate what was a manual process for police communication and 911 centers allowing them to focus on other law enforcement activity. The company was founded in 2002 by a team of technology entrepreneurs with deep operational experience. AutoReturn has expanded nationally and has long standing government contracts with San Francisco, San Diego, Concord, Austin, Baltimore, Denver, Indianapolis, Kansas, and Las Vegas.
The Smart City movement is aimed at improving how governments increase efficiency by using technology to improve city services and meet residents needs. One of the most recent smart city examples is how municipalities are turning to AutoReturn. We are thrilled to be a part of this movement and are excited about the opportunity to make a difference in many more cities across the country. We are looking for talented and dedicated team members to join us on our mission. We offer competitive packages, top:tier benefits, and a positive workplace environment and culture.
POSITION SUMMARY
The Service Center Manager position will provide leadership and direction to approximately 15 Customer Service Representatives (CSR) and Team Leads who will be supporting a high volume of customer walk:ins and calls on a daily basis. This position will be responsible for quality and productivity of the organization, including achievement of all assigned service level metrics.
DUTIES AND RESPONSIBILITIES
:Direct management of CSRs and Team Leads
:Forecast and schedule daily workforce requirements and the allocation of resources to ensure adequate staffing for customer walk:ins and phone calls
:Review staff customer interaction and provide periodic feedback and coaching
:Maintain and monitor performance, production, attendance, punctuality, reviews, and appraisals of staff
:Review key metrics and make adjustments to processes, staffing, and scheduling to achieve service levels
:Identify and schedule required training and professional development
:Identify, create, and analyze reports in order to appraise efficiency and effectiveness of operating procedures and ensure compliance with all policies and procedures
:Conduct regular meetings with staff, managers, and key stakeholders
:Perform employee interviews and make appropriate recommendations for hiring
:Promote professionalism throughout the workplace and enforce company policies and procedures
:Other duties as assigned
REPORTING RELATIONSHIP
This position functions under the direct supervision of the VP of San Francisco Operations, and is responsible for the supervision of all assigned support staff.
QUALIFICATIONS
Bachelor degree is required and a minimum of 3 years experience in a management position in the call center industry, customer service field, or related industry is required. Experience should include direct coaching and counseling in a customer service and/or call center environment.
KNOWLEDGE, SKILLS, AND ABILITIES
:Strong interpersonal skills and ability to lead teams in high:pressure situations
:Excellent listening, oral, and written communication skills
:Bilingual preferred (Spanish or Chinese)
:Knowledge of staff planning and scheduling in a customer service environment
:Team player with team:building, problem:solving, and conflict resolution skills
:Ability to coach others to perform their jobs effectively and to be responsible for making decisions
:Vision, leadership, motivational and creative problem solving skills
:Solid understanding of computer basics (Windows, Excel, Word, Email, etc.)
:Ability to plan, direct, and delegate work to others
:Budgeting and financial planning skills
Company Description:/h3:
When we founded AutoReturn in 2002, the municipal towing industry was plagued with problems :: long tow wait times, vehicle damage,

Source: https://www.tiptopjob.com/jobs/71786862_job.asp?source=backpage


• Location: San Antonio

• Post ID: 31049952 sanantonio
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