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Walk-in Center Supervisor - Renton, WA

Company: Aecom
Location: Renton
Posted on: December 5, 2019

Job Description:

United States of America - Washington, Renton Job Summary AECOM is seeking a Wall-in Center Supervisor to be based in our Renton, Washington location. This position reports to the Walk-in Center Manager and is responsible for providing quality and efficient customer service to customers through the daily supervision of WIC customer service representatives to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving by, assisting in managing daily WIC operations through the utilization of resources and other data available. Additionally, this position is responsible for assisting the Customer Service Center manager(s) with development, analyses, and implementation of staffing, training, scheduling, and reward/recognition/incentive programs. Responsibilities include overseeing the daily operations of the WIC operations, other back office operations (Customer Service Center) assignment, handling customers, and escalations when required. - Provides daily direction and communication to employees to ensure functions are handled in a timely, efficient, and knowledgeable manner. - Promotes positive work environment by establishing rapport with Customer Service Representatives, colleagues, and customers. - Supports WIC staff by providing assistance and answering questions. - Handles customers and customer escalations when required. - Performs WIC opening and closing activities, Performs daily Customer Service Representatives shift assignments, and closeout activities. - Monitors walk-in customer wait times and interactions. - Understands call center key metrics and generates reports on Key Performance Indicators. - Identifies possible performance opportunities and suggest methods to improve operations efficiency - Monitors and logs employee performance problems according to company policy, escalating performance issues to the Manager for corrective action as required. - Works as a member/leader of special or on-going projects that are important to area/process improvement. - Effectively communicates via written, verbal, and electronic correspondence. - Participates in employee performance appraisal process. - Conducts team meetings. - Performs other tasks as assigned. - Must become knowledgeable and stay current on toll program services concepts and procedures. - Coaches staff regarding performance and project policies and procedures. Minimum Requirements Education: - High school diploma or GED Certificate is required Experience: - 8 years of relevant experience with 3 of those years of related experience as a Call Center Supervisor. - Experience in customer service and/or retail industry. - Must possess strong computer skill-sets. Emphasis on MS-Office products such as Excel, PowerPoint,and Word is highly desirable. Preferred Qualifications - Experience with workforce management scheduling. - Recent tolling experience. - Strong process, analytical and organizational skills. - Strong time-management skills, problem-solving skills, and analytical skills. - Demonstrated productivity in a team environment, focusing on customer satisfaction. - Highly developed sense of integrity and commitment to operational excellence. Additional Information: - Qualified applicants who are offered a position must pass a pre-employment substance abuse test. - This position does not include sponsorship for United States work authorization. - Relocation benefits are not available for this position. What We Offer When you join AECOM, you become part of a company that is pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world , but working to make amazing happen in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each persons potential, and well help you reach yours. Job Category Transportation Operations Management / Traffic Monitoring Business Line Construction Services Business Group Construction Services Group (CS) Country United States of America Position Status Full-Time Requisition/Vacancy No. ******BR Clearance Required No Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Categories - Customer Service - Construction / Skilled Trades - Management - Retail / Wholesale Posted: 2019-11-05 Expires: 2019-12-05 Aecom

Keywords: Aecom, Seattle , Walk-in Center Supervisor - Renton, WA, Other , Renton, Washington

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