Job Description

JOIN OUR TEAM!

Your browser does not support the video tag.

The Call Center Supervisor – ERS is responsible for leading, coaching and directing all levels of Emergency Road Service Dispatchers within the Call Center. This role ensures a high standard of customer service, operational efficiency, and team performance while supporting company goals and customer satisfaction. The Call Center Supervisor works closely with the Call Center Manager to develop team members, improve processes, resolve escalated customer concerns, and foster a positive and productive work environment.

Boss Shops has many benefits to offer you that you will not find anywhere else like:

• Vacation after six months
• 401K and matching contributions
• Health, dental and vision insurance
• Short and long term disability insurance
• Life insurance
• A clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more!

Boss Truck Shop offers on-demand pay (access to earned but not yet paid wages) through:

Responsibilities

• Manages, supervises, and coordinates the day-to-day activities and operations of the Emergency Road Service Call Center team in conjunction with the Call Center Manager, making independent decisions regarding staffing, workflow, and service delivery to ensure operational efficiency and customer satisfaction.
• Provides input on hiring, performance evaluations, promotions, corrective action, and other employment decisions.
• Analyzes operational data and implements process improvements to enhance efficiency and customer satisfaction.
• Develops and implements performance metrics and measurement standards to assess operational effectiveness and achievement of departmental goals.
• Implements sustainable development programs designed to maintain a strong staffing pipeline.
• Plans, supervises and manages shift operations of the Call Center team.
• Maintains current knowledge of industry, trends, technologies, and best practices.
• Monitors and improves call center performance levels, productivity, and service quality.
• Supervises team members in managing open ticket queues and vendor communications.
• Motivates, coaches, and retains team members.
• Follows up on customer cases and escalations involving management, other departments, vendors, and customers documenting resolutions within case records. .
• Generates daily, weekly, monthly, and quarterly reports regarding agent performance, customer service metrics, resolution status, operational trends.
• Provides friendly and competent customer service.
• Collaborates with the Call Center Trainer to develop and implement processes, procedures, and industry-related updates.
• Reports for work in a timely manner when scheduled.

Additional Job Duties:

• Assists in other duties, as assigned.

Supervisory Responsibilities:

• Directly supervisors Emergency Road Service Dispatchers and other assigned call Center team members.
• Provides coaching, performance feedback, training, scheduling, and development support.
• Participates in recruiting, onboarding, performance management, and corrective action processes.
• Works collaboratively with the Call Center Manager and other supervisors to ensure consistent operations and service standards.

Qualifications

Education and/or Experience (include certs or licenses needed):

• Three (3) to four (4) years of customer service and dispatch experience in a call center environment required.
• One (1) to two (2) years of leadership or supervising experience managing teams.
• Experience in transportation, roadside service, logistics, dispatching, or related industries preferred

Minimum Qualifications:

• Hard Skills:
• Proficiency in Microsoft Office applications required
• Experience using customer service, dispatching, or ticketing software preferred.
• Keyboarding speed of 30+ words per minute required.
• Experience with AS400 and VOIP phone systems preferred.
• Soft Skills:
• Strong reasoning, decision-making, and problem-solving skills.
• Excellent verbal andwritten communication skills.
• Strong customer service orientation.
• Ability to learn quickly and adapt to changing priorities.
• Highly organized with strong attention to detail.
• Demonstrated ability to multitask in a fast-paced environment
• Available to work up to 50 hours per week including evenings, weekends, holidays, and on-call responsibilities as needed.
• Must be able to communicate in English. – IF APPLICABLE
• Able and willing to deliver friendly, courteous, and prompt customer service.
• Able and willing to work cooperatively with other team members.

Physical Requirements: The physical demands described here are representative of those that must be met by the Call Center Supervisor – ERS to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.

• The employee must occasionally lift and/or move up to 40 lbs., while performing the duties of this job, the employee is required to sit for long periods of time and occasionally stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.
• Physical attendance at the primary work location is required.