Position : Customer Center Supervisor Location : Onsite in Renton, WA Shift : Overnight - 4:30 PM-1:00 AM PST Salary : $75,100-$103,730/yr Job Functions / Responsibilities Assign and prioritize workload based on inbound and outbound call volumes. Ensuring rapid and accurate responses are provided to ensure our customer's needs are fulfilled. Mediate and resolve employee relation issues in a timely manner to ensure department productivity and cohesiveness. Coordinate issue resolution with HR and/or Customer Services Manager as needed. Assist agents with inbound and outbound calls during times of heaviest volumes to support attainment of department goals while directing and managing the workflow for the agents. Write and deliver monthly agent quality audits, mid-year and annual PAR's and 90-day new employee reviews. Deliver senior level management presentations including tours of Customer Center. Lead and initiate continuous improvement projects to improve goals/metrics. Assist in the on boarding of new fleet customers to the Customer Center. Qualifications Bachelor's degree in a related field, required 2+ years of professional experience including leading and developing a high performance work team, demonstrated process improvement focus, and aptitude for technology Previous truck industry knowledge, highly desired Excellent interpersonal skills interacting with employees. Strength in coaching and mentoring employees to attain individual goals. Strong performance skills working in team based environment. Strong attention to processes and ability to identify and implement those opportunities for improvement. Strong MS excel skills. Strong PowerPoint skills for training document purposes. Strong Customer Service escalation skills to mediate issues with dealers, ISP's and Customer Center agents. Previous experience with Salesforce based (or similar) Customer Relationship Management applications. Experience with queueing forecast models and how it relates to staffing levels on an hourly and daily basis. Competencies Act with Integrity Demonstrate Adaptability Drive for Results Influence Others Lead Innovation and Quality Initiatives Manage Execution Use Sound Judgment / Business Acumen Manage Talent