Call Center Supervisor-ITA

Department: Illinois Tollway Call Center
Type of position: Full-time
Schedule: Various
Location: UIC Campus - Halsted St

REPORTS TO:         Call Center Manager

STATUS:                 Full-Time, Salaried / Non-exempt

SCHEDULE:            Various Available, Hours of Operation;

                            M-F 6 a.m. to 10 p.m.,  

                            Saturday – Sunday 8 a.m. to 5 p.m.

 LOCATION:           UIC Campus – On Halsted Street

 DATE REVIEWED:  09/02/16

STATEMENT OF PURPOSE: The Call Center Supervisor is responsible for direct oversight of Call Center agents and for providing high quality customer service assistance when responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, or processes.  The Call Center Supervisor will be responsible for assuring speedy resolution of inquiries utilizing all available channels. Customer inquiries are submitted by telephone, mail or e-mail.  The Call Center will receive approximately 12,000,000 minutes of inbound calls from customers annually.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:  • Adhere to the Privacy Act as it relates to the confidentiality of information released;  • Maintain up-to-date knowledge of the Illinois Tollway regulations and policies as they apply;  • Responsible for direct oversight of call center agents and their responsibilities including but not limited to: • Manage daily activities of lead call center agents • Randomly listen in on calls; • Establish communication with agent; • Resource for questions, issues, or concerns; • Inform manager of performance issues or needs; • Assist with agent training; • Ability direct agent and lead performance issues with tact; • Initial performance review of agents and applicable documentation;   • Responsible for accurately completing settlement forms and applying dismissals to accounts as they pertain to said settlements;  • Placing documents on hold according to Tollway guidelines;  • Researching inquiries and correcting mistakes pertaining to but not limited to payments - reversals and reapplying, missing payments, bankruptcies, collections, suspensions, disputes and administrative appeals;  • Making outbound calls to violators with regard to, but not limited to, payments, hearings, disputes, and general questions.  We will also be required to return phone calls to violators as needed;   • Preparing refund requests;  • Responsible for processing emails pertaining to, but not limited to, general questions, challenges to notices, questions about online images, etc.  Only general questions, and those not requiring account-specific information will be handled.  In some cases, multiple exchanges with the customer may be required.  For some, effective handling may require data review/ research/fact finding;  • Sense of urgency when responding to customer needs;  • Performs other duties as assigned by leadership • Propose budget and implement monthly call center incentives • Conduct call center pre-shift meetings • Call evaluation review of assigned call center leads at least three times per month with applicable documentation

QUALIFICATIONS: • Associate’s degree preferred from an accredited institution in business management or related field required; • One year experience working in a call center; • One to two years of experience quality monitoring in a call center environment; • One to two years quality and assurance coaching; • Ability to effectively work within established contractual turnaround times; • Detail oriented, as well as ability to manage multiple tasks with follow-up skills. • Advanced proficiency with MS Office applications; • Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment; • Experience working in a continuously changing environment; • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks; • Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

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