Service Center Supervisor Resume Samples

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Z Kilback

Zane

Kilback

230 Blaze Trail

New York

+1 (555) 760 8018

230 Blaze Trail

New York

Phone

p +1 (555) 760 8018

Experience Experience

Los Angeles, CA

Service Center Supervisor

Los Angeles, CA

Wilkinson-Legros

Los Angeles, CA

Service Center Supervisor

Performs tactical problem solving with all personnel and makes recommendations to the Service Manager for improvements
Provides services, makes recommendations and manages costs
Makes recommendations to management concerning staff and improvement of procedures
Provide support for changes to processes that create performance efficiency
Plan, prepare, and devise work schedules, and manage the scheduling and dispatching of technicians according to workloads and budget
Performs all tasks as assigned by Management
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems

Dallas, TX

Guest Service Center Supervisor

Dallas, TX

Rippin, Gulgowski and Jones

Dallas, TX

Guest Service Center Supervisor

Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive
Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
Provide input for probation and formal performance appraisal discussions in line with company guidelines
Ensure new staff attends Corporate Orientation within first month of hire
Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
Works with superior in the preparation and management of the department's budget and is aware of financial targets
Recycles where-ever possible and enforces cost saving measures to staff

present

San Francisco, CA

EUR PP Service Center Supervisor

San Francisco, CA

Mann Inc

present

San Francisco, CA

EUR PP Service Center Supervisor

present

Assist Department Manager in accomplishing departmental goals and objectives,
Review monthly performance metrics dashboard and report out to Department Manager,
Provide regular feedback on associate performance,
Provide personalized customer service at the highest level,
Perform analyses on extracted data to audit and identify unusual activity (i.e. duplicate payments or vendors, significant or large transactions, etc.),
Drives Innovative Business Improvements,
Supervise, manage and lead members of the staff in order to expand efficiency and ensure processes are compliant with company guidelines,

Education Education

Bachelor’s Degree in Innovation

DePaul University

Bachelor’s Degree in Innovation

Skills Skills

Excellent time management and organizational ability along with strong attention to detail
Ability to work effectively under pressure while maintaining a professional demeanor
Demonstrated ability to provide leadership and maintain professionalism
Self-starter with strong decision making abilities and the ability to develop/coach team members
Strong prioritization skills and the ability to handle multiple job duties in a fast paced environment
Strong communication skills with the ability to interact with firm personnel and firm management
Extensive knowledge of back office operations in securities industry
Professional communication skills
Strong verbal and written communication skills
High level of knowledge of PSC P&Ps

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15 Service Center Supervisor resume templates

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Service Center Supervisor Resume Examples & Samples

*NOTE*** This opening will close at might night April 21st
Manage direct reports that include 1 Team Leader, and 15/20 Customer/Process Support Representatives
Provide exceptional Customer Service / issue resolution regarding PeopleSoft/HR/Payroll data for Employees, Supervisors, HR offices, Centers of Expertise (COE's), Regional Centers, as well as, HRSC Leadership, in order to drive the execution of the enterprise strategy
Maintain operations by initiating, coordinating and enforcing policies utilized by the Administration Teams
Develop team members by providing leadership and guidance along with setting tactical goals for the team. Track the team’s performance, monitor their service levels and manage the team’s workload. Direct the training initiatives of the team
Responsible for the creation and implementation and transition of metrics & processes, including tracking of data, offered by the work group. Initiate process improvements both within and outside of HRSC COEs, Local HR Offices, Regional Centers), through the ownership and follow-up of continuous improvement (CI) cards and process improvement projects. Document and review (as needed) of processes related to the HRSC teams
Provide staff development, including mentoring and career planning for the team. Manage the recruiting process for the team (job posting, interview and selection process)
Responsible for staff attendance tracking; typical administrative duties involve: managing personal history files, conduct 1-on-1s, CPS huddles and staff meetings; preparing reports and/or presentations for management and the team, coordinate ergonomics assessments, etc
Responsible for the communication of the processes and any changes to the team, HRSC, Shared Services, and COE's as needed
Incumbents supervising Customer Support (phone) teams are responsible for managing 1st and 2nd level supervisory calls regarding questions they may have on the how to use, find information or query within PeopleSoft/HR systems, or questions related to compensation & benefits administration within the regions served
The position typically requires a college or university degree or equivalent experience
In addition, three to five years of job-related experience are typically required
Excellent interpersonal skills are required in order to deal with sensitive issues, develop others or persuade others inside and outside the department to take specific actions
The ability to maintain confidentiality is required
Advanced written and verbal Portuguese and English language skills
Familiarity with PeopleSoft, HR Data Management processes, policies and practices
Working knowledge of Brazil HR lega requirements, processes, policies and practices
An overall understanding of HR Service Delivery, particularly the complex nature of Caterpillar in the Americas

Claims Service Center Supervisor Resume Examples & Samples

Provide leadership to a team of claims service center representatives who initiate personal lines claims, respond to customer inquiries regarding existing claims, and handle claims related administrative projects. Responsible for ensuring team member compliance with state regulations. Through strong performance management practices, provides feedback, coaching and skill/knowledge development to respective team members
Conduct monitoring of phone calls and provide feedback and coaching to team members to ensure that customers are having their inquiries addressed within company guidelines and are having an excellent service experience
Assists workforce management team with real-time adherence, provides direction and guidance with non-phone activities/scheduling, and drives strong service center metric results through monitoring of, reacting to and adjusting of real-time phone activities
Leadership and coaching experience
Excellent communication and organization skills
Computer proficiency including Word, Excel and PowerPoint
Call center leadership experience, including interpretation of call center reporting
Auto/Home Claims FNOL or Adjusting experience

EUR PP Service Center Supervisor Resume Examples & Samples

Assist Department Manager in accomplishing departmental goals and objectives,
Be motivated to identify ways to increase efficiency and effectiveness of the department,
Supervise, manage and lead members of the staff in order to expand efficiency and ensure processes are compliant with company guidelines,
Provide regular feedback on associate performance,
Perform analyses on extracted data to audit and identify unusual activity (i.e. duplicate payments or vendors, significant or large transactions, etc.),
Review monthly performance metrics dashboard and report out to Department Manager,
Provide personalized customer service at the highest level,
Research escalated payable issues using the Procurement and Accounts Payable systems. Includes payments made, expense reports, purchase orders, goods receipts, vendor records, payment deductions, open and closed invoices, check remittance, and discrepancies,
Train and coach P2P Service Center Associates on the Accounts Payable and Procurement system, including the resolution of complex payment requests and issues,
Follow-up with clients, ensuring all requests are appropriately and thoroughly resolved in a timely manner, and that the solution is received and acceptable to the client
Drives Innovative Business Improvements,
Demonstrates the values of The Company through words, actions, and by example; fosters an environment that reflects the values of the company

Service Center Supervisor Resume Examples & Samples

Supervises a team and their related workload, prioritizes projects, assigns and reviews work, and controls the daily operating environment
Evaluates and reports on staff performance, participates in employee selection, provides career guidance and training direction, complies with personnel practices, and promotes team rewards and successes. Provides technical guidance and expertise to staff
Provides selection, training, motivation and direction to the staff to achieve division, department and corporate goals
Communicates effectively within the team, internal and external customers and data providers
Investigates and resolves complex system and process situations encountered while verifying corporate liabilities
Leads initiatives outside team to represent the group (e.g. documenting processes, making presentations, participating on teams, act as a resource)
Demonstrates a general knowledge of Caterpillar’s businesses, products, suppliers and customers
Has a comprehensive knowledge of the A&FP organization’s systems and frequently interacts and works outside the workgroup to achieve common goals
Counsels and advises customers representing all ends of the corporate spectrum on system and process integrity related to the procurement of goods and services
4 year bachelor degree in a business related subject or the equivalent experience
In addition, 4 to 6 years of progressively responsible job related experience
Incumbent must demonstrate initiative, leadership, good judgment and superior communication skills
Knowledge of company policies, procedures, and products

Service Center Supervisor Resume Examples & Samples

Prior CSR experience or equivalent supervisory experience, required
Must be flexible to work days, nights, weekends and select holidays, as needed
Knowledge of call center metrics and reporting software with experience in measuring Call Center and Agent performance, preferred
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
Must be detail oriented, able to handle multiple tasks, organized, flexible and willing to assume new projects
Proven track record of excellent internal and external customer service
Excellent verbal and written communication skills with the ability to communicate professionally in a clear and concise manner
Strong team player with the ability to work in a fast paced environment
High degree of innovation and independence and the ability to work with minimal supervision

Benefit Service Center Supervisor Resume Examples & Samples

Bachelor’s Degree from an accredited college or university
3-5 years of Customer Service and Supervisory experience
Demonstrated performance management, customer service and training skills
Proficiency in MS Office
Customer service-oriented
Salesforce

Service Center Supervisor Resume Examples & Samples

2 years of leadership of leadership experience
3 or more years of leadership experience
High quality of customer service
Computer/Office skills
High level of knowledge of PSC P&P
Knowledge of corporate JLL policies
Soft skills, ability to be direct yet ethical
Ability to identify and then complete training sessions
Professional communication skills
Public speaking/presenting

Service Center Supervisor Resume Examples & Samples

Deal with business and suppliers inquiries; work with business and purchasing division to drive Procure to payment process improvement and etc
Develop team members by providing leadership and guidance along with setting tactical goals for the team
Initiate process improvements through the ownership and follow-up of continuous improvement projects
Provide staff development, including mentoring and career planning for the team
Set priorities and establishes a work plan in order to complete broadly defined assignments and achieve desired results
College or university degree or equivalent experience
Excellent interpersonal, communication and leadership skills
Strong building partnerships and excel in customer service
Fluent in English and Chinese
5 years in Accounting/Finance
Major in Accounting, Finance
CPA/CMA Certification Holder
Supervisor Experience Preferred
Experience in AP, AR, Tax preferred

Service Center Supervisor Resume Examples & Samples

Bachelor of Science degree in Business or related field of study (Preferred)
Three to four year experience in a similar function, preferably in a facilities maintenance environment
Three to five years experience in a supervisory role
Must be a U.S citizen and able to obtain and maintain a Top Secret Security clearance

Field Service Center Supervisor Resume Examples & Samples

Exhibit an inherent sense of ownership for the customer experience, and the passion to ensure customer needs are taken to resolution with complete satisfaction
Drive ongoing improvements to processes, systems and tools to ensure a "best in class" customer experience
Lead process improvement projects aimed at improving technical service delivery
Be able to thrive in an environment where success is measured by overall team goals, and can only be achieved with cooperation amongst the entire team
Directly manage and motivate technical professionals for high performance and ensure accountability for results
Identify technical learning opportunities and skill gaps within the team, then implement a strategy or training plan to address those needs
Exhibit strong personal accountability
Be passionate about delivering "best in class" customer service with a track record of success in these areas
Possess strong collaboration and teamwork skills
Have strong time management and planning skills
Exhibit excellent written and verbal communication skills
Demonstrate the ability to develop creative solutions to day-to-day issues
Demonstrate strong business acumen with an ability to make financial trade-offs as required by the business

Service Center Supervisor Resume Examples & Samples

Review and define expectations to team for process documentation
Submit trouble tickets to the Technology Service Center and track to completion
Communicate issues and resolutions to call center staff. This could include conducting training sessions
Communicate ongoing outages and/or immediate issues to the Service Center Director
Provide support and secondary diagnosis for call center technology issues (supporting Service Center Team Lead). This would include system outages including telephones, network, desktop computers, accessibility issues to applications, etc
Review and manage documentation related to technology including computer information, soft phone and desk phone numbers, desk phone IDs, etc
Track employee related data including PTO and performance metrics
Write the monthly call center report and lead the monthly Call Center Performance Review meeting with the client
Submit invoices, write accurate quotes for new enhancements
Understand and be a point of contact for company policies for employees
Attend regular meetings with other JLL Service Center Managers to discuss and share best practices
Maintain employee morale and manage employee conflict
Oversee appropriate staffing levels
Identify cost savings opportunities and/or opportunities to increase efficiency
Review and approve invoices and check requests
Manage supplier relationships
Manage supervisors and Team Leads
Must be able to explain technical issues to non-technical audience at times
Must have aptitude for succession planning and career development
Must be able to present ideas to groups of varying sizes
Must be able to work effectively with Supervisors, Team Leads and Customer Service Representatives
Must be able to successfully manage a direct business relationship with client

Service Center Supervisor Resume Examples & Samples

Provide day-to-day leadership for team members, responding to questions and mentoring
With guidance, set tactical, measurable performance goals for the team and provide feedback on team member performance. Develop training and career plans
Handle escalations from CSRs, relationship managers, and other internal staff to resolve issues and provide exceptional customer service
Participate in client-facing and internal conference calls, meetings, and site visits
Insure budget and business planning goals are met
Frequently makes decisions regarding direct reports, including goals to pursue, prioritization of work, escalated customer service situations, and application of policy and procedure. The Supervisor may make decisions on behalf of the team in internal and client-facing meetings
Prior workforce management experience, a plus. Including budget management, scheduling and staffing needs

Employee Service Center Supervisor Resume Examples & Samples

Staffing – Team Training, Coaching and Discipline
Team Workload Management & Quality
Issue Escalation
Process Improvement & Project Management
Systems/Data Integrity
Employee records maintenance
Regulatory Reporting and Compliance
Kronos security administration
Benefits Administration – Enrollments, Status Changes, Billing, COBRA
Retiree records maintenance
Retirement Plans Services – 401k and pension administration
3-5 years’ prior experience in a call center or service center environment
1-3 years’ prior experience leading teams
Good interpersonal skills to build effective relationships at all levels of the organization
Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.)
Strong problem solving and decision making abilities
Proficient computer skills (Microsoft Word, Excel, Power Point)

Claims Service Center Supervisor Resume Examples & Samples

Trains new hires and/or current employees as needed on new claims systems, product rollout, customer satisfaction, etc. to maintain consistency and adherence to established corporate/department policies/procedures/objectives
Conducts Quality Assurance (QA). Responsible for pulling and analyzing reports as well as reviewing and evaluating calls that come into the claims contact center. Partners with the QA team to identify trends and action plans
Appropriate licenses upon hiring/training, along with a passing score on required Proficiency Assessments

Service Center Supervisor Resume Examples & Samples

Promotes safety, environmental and housekeeping as job #1 at all times, and complies with all company rules, policies and procedures. Adheres to safety policies, company guidelines, rules and policies including attendance and punctuality and ensures that direct reports do the same
Works with the Service Manager to plan assembly deliveries and assembly labor with a minimum of two months visibility
Has the experience and training to work with different OEM’s and GIW engineers in order to make the necessary product repairs to OEM specifications
Works with OEM’s to select the best equipment options and standardized lowest cost solutions for customer problems
Attends pump production meetings fully prepared with updates on shipments
Helps the Service Manager establish departmental budget and control budget variances
Responsible for inventory of materials necessary to accomplish work. This includes ensuring levels are adequate and that inventory reporting is correct
Helps plan departmental goals and leads by example in order to meet and/or exceed these goals
Is prepared and willing to physically work on assemblies at any time when necessary (i.e. 24/7 contracts)
Performs tactical problem solving with all personnel and makes recommendations to the Service Manager for improvements
Is responsible for on-time delivery within assigned areas
Approves and/or writes requisitions for supplies, tooling and materials to prevent departmental barriers or bottlenecks
Monitors maintenance status of plant equipment in assigned areas, initiates maintenance Work Order requests, and ensures timely maintenance is completed
Ensures that the work unit produces ISO quality products to OEM specifications and that “quality products” are passed on to internal and external customers
Responsible for keeping all Service Center logs up to date
Ensures that equipment calibrations are maintained and kept up to date
Creates work schedule for the department
Conducts performance assessments as designated
Expedites, as necessary, parts needed for assembly. This requires interaction with engineering, sales, purchasing, Material Management, vendors, and others as required
Responsible for submitting all purchase orders to Order Scheduling for processing within 24 hours of receipt. The submittal must include the serial number, 18-digit part number, due date, price of the unit and what discount was applied if any, bill and ship to customer numbers and shipping method
Creates Synchrono routings and AS400 Bill of Materials
Is responsible for Needs Assessment and arrangement of training
Performs all tasks as assigned by Management

Member Service Center Supervisor Resume Examples & Samples

Accept and handle supervisory requests and calls from staff and customers. Provide the Call Center Manager with all information about any extraordinary situations
Ensure that the staff follows call control procedures at all times and enforce all department and company policies
Collaborate with the Call Center Manager in the development and implementation of any training for newly hired and existing Customer Service Representatives
Act as a resource for the Customer Service Representatives
Maintain accurate performance evaluations of the Customer Service Representatives by reviewing message history, call history, trip setup and recorded calls
Coordinate and approve the monthly schedule, scheduling requests and call que assignments
Provide back-up support to the Call Center Manager as necessary
Assist in the hiring process
Must have a minimum of two years of call center experience
Must have a minimum of two years of supervisory/leadership experience
Must be proficient with Microsoft Office software
Demonstrated knowledge of medical terminology is preferred
Must type 40 wpm
Must have effective oral, written and interpersonal communication skills

Service Center Supervisor Resume Examples & Samples

Manage and oversee staff of 3-5 FT and 2-3 Temp staff related primarily to the Minneapolis Service Center and certain office operations (service center and production room supply inventory management, hospitality maintenance and building/facility maintenance). This would include the repsonsibility of interviewing, hiring and terminating employees as needed related to performance or resource needs/contraints
Manage and oversee the report processing for all client deliverables issued from the Minneapolis office (including supporting other offices as needed). This would include performing some processing, but primarily managing the staff performing these services. There are a number of signigicant deadlines that this person must manage and plan for: March 30, April 30, June 30, Setpember 30 and December 31
Responsible for intial review and approval of vendor invoices, proper coding for internal finance and GL coding
3-4 years office management experience with 2+ years of supervisory experience
Strong communication skills with the ability to interact with firm personnel and firm management
Supervisory skills including the ability to make and communicate decisions regarding administrative policies and procedures
Excellent time management and organizational ability along with strong attention to detail
Dynamic interpersonal manner with the capacity to develop and train staff
Promotes continuous improvement in approach to work
Ability to work effectively under pressure while maintaining a professional demeanor

IT Service Center Supervisor Resume Examples & Samples

Manage the service level commitments of incoming and open tasks and incidents
Analyze issues and recommend improvements, corrective measures, or contingency plans
Manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved
Set up standards for the installation of new/replacement/upgraded desktop hardware and software
Oversee the procurement and management of on-hand IT hardware
Monitor IT Service Center metrics to assess the overall quality, performance, and productivity of staff
Continue to develop IT Service Team skills at all levels to prepare for succession planning
Build plans for strategic management of desktop software and hardware
Hold daily meetings to communicate IT Service Center initiatives, ensure daily productivity and quality standards are being met
Educational background typically attained through an associate degree in Information Technology or other related equivalent training/experience
3-5 years’ experience in help desk, networking, hardware set-up and repair, software installation and support
Thorough understanding of hardware, software, and networking. High proficiency with Microsoft operating systems and desktop applications
Knowledge of ITSM systems, ITIL methodology, and meeting service level commitments
Mutli-tasking and analytical skills to assess calls and call trending to determine appropriate action
Ability to communicate issues and concerns in a fast paced environment
Ability to work with customers in a professional and efficient manner in order to achieve solutions
Must possess excellent team leadership and supervision skills and ability to delegate, as well as, work hands on when needed

Guest Service Center Supervisor Resume Examples & Samples

Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
Prepares and controls departmental budgeted
Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive
Provide input for probation and formal performance appraisal discussions in line with company guidelines
Ensure new staff attends Corporate Orientation within first month of hire
Recycles where-ever possible and enforces cost saving measures to staff
Demonstrate Awareness of Occupational Health and Safety policies and procedures and ensure all procedures are conducted safely and within Occupational Health and Safety guidelines and ensure your direct reports do the same
Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals
Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
Follow standards, policies and procedures

Service Center Supervisor Resume Examples & Samples

Articulate business/departmental goals and objectives to work groups
Guide employees to meet productivity and quality standards that ensure customer commitments are met
Manage daily work volume, call handling time, error ratios, and task distribution
Provide support for changes to processes that create performance efficiency
Drive team to achieve results through coaching and performance management
Responsible for determining and fulfilling employee development needs
Communicate with other departments to improve the coordination and overall quality of service experience for our customers
Support revenue, expense and other corporate objectives
Analyze operational reporting and utilize available tools to identify performance opportunities and provide corrective action plans as required
Provide feedback and direction to staff to ensure employee development, engagement and business knowledge
Ensures a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner
Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the workplace
Supports employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work

Temporary Claims Service Center Supervisor Resume Examples & Samples

Actively manages all aspects of performance including employee performance, establishment of objectives, merit process, salary reviews, development, claims career path, progressive discipline and Reliability standards
Directs and monitors the day-to-day operations of the Claims Customer Care Associates and Senior Claims Customer Care Associates in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Demonstrates a high level of technical expertise in all aspects of claims capturing and servicing processes. Evaluates group needs and introduces continual work flow and process changes as appropriate
A Bachelor's degree in a business related field or equivalent experience plus a minimum of 2 years of directly related work experience is required
Customer Service experience preferred

Guest Service Center Supervisor Resume Examples & Samples

Assisting in the supervision and responding to questions of the Club Counselor staff servicing Club Members, ensuring inbound telephone calls are answered promptly and effectively while maintaining appropriate hold times and service levels
Handling calls elevated by Counselors requiring customer service recovery
Assisting with the delivery of comprehensive new hire training as well as update trainings for existing Counselors
Assisting management with the supervision of all new hire staff throughout their initial training period and first 90 days of employment, including call monitoring and review of call statistics
Performing ongoing quality service call monitoring of Club Counselors using established quality call and department standards
Performing quality monitoring of email communications
Mentoring and coaching Counselors under the direction of management
Provide regular inbound customer assistance during high demand and low staffing periods
Assist management with the operation of the Club Hotline to provide assistance to Club, Sales, Marketing and Resort staff
Coordinate the review and response of written communications from Members

Service Center Supervisor Resume Examples & Samples

Supervise the daily workflow and route resources appropriately to meet workflow demand and achieve Service Center SLA’s
Respond timely to complaints or concerns from customers and Scottrade departments. Coordinate the process of response and approve supervisory e-mails
Prepare and deliver quarterly performance evaluations for direct reports
Collaborate with Management on individual work related performance concerns
Assist with documentation and maintenance of departmental best practices and procedures
Assist with the hiring process as needed
Extensive knowledge of back office operations in securities industry
Ability to resolve customer service and associate issues by effectively prioritizating and evaluating information to identify key issues and solutions
Demonstrated ability to provide leadership and maintain professionalism
Working knowledge of multichannel contact center operations
Handle information and findings in a confidential manner. Confidentiality agreement for baking specific information and transactions may be required
Flexible schedule
3+ years discount broker experience and proficient as a Stockbroker in the discount industry required

Service Center Supervisor Resume Examples & Samples

Provide oversight, management and leadership, ensure that all processes are followed and that the performance measures established for the client are achieved or exceeded
Responsible for setting a vision for the service desk, building a strategy to achieve that vision in alignment with contractual agreements and best practices
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change
Prepare and achieve Help Desk Institute (HDI) re-certification every 2 years
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems
Accomplishes information systems and organization mission by completing related results as needed
Must be able to provide oral and written communication that is effective and understandable by all audiences. Must communicate frequently in various settings both with individuals and groups
Provides excellent customer service through excellent communication with customers to determine their priorities and needs and ensuring that the services provided meet the needs of the customer
Utilizes best practice process improvement methodologies to analyze current processes, determine improvements and implement
Must be an agent for change and ensure changes are communicated in a positive manner
Capable of making decisions in the best interest of the customer and achieving excellence in performance. Utilizes resources available to analyze and determine the best course of action before making decisions
At least 1 year as a manager or supervisor of an IT Call Center with 15+ employees
HDI Support Center Manager certification
Must be able to obtain a security clearance-Experience with large-scale Enterprise IT, IT Service Management, IT Asset Management, Network Infrastructure, Customer Service, Incident Management, Service Desk, Knowledge Management using BMC Remedy or equivalent ITSM toolset
Proficiency in understanding of the ACD system
Knowledge and understanding of BMC Remedy 9.1, and other various support tools used to troubleshoot and resolve incidents
Must be a strong leader, manager and team builder/player with superior communication and problem-solving skills
Must be able to obtain and maintain government security (public trust) clearance
Requires bachelor’s degree or equivalent, and seven to nine years of related experience
5+ years direct client interface and work experience with the Department of Transportation Enterprise IT Service Center, IT Asset Management, and Network Infrastructure management
1 year experience with BMC Remedy 9.1
2+ years’ experience with Business Objects, and dashboard tools
Experience working on an IT services on a 24x7 environment
Experience with Problem, Configuration, Change, Release Management
ITIL Foundations v3 / Foundation 2011 certification or higher

Service Center Supervisor Resume Examples & Samples

Ensure the repair services team is meeting and exceeding expectations in regards to performance, benchmarks, and that standards and processes are followed to provide effective customer service
Develop and manage the creation of metrics such as turnaround times and customer satisfaction levels
Secure the quality, quantity and continuity of departmental functions
Assign work and daily prioritization for the department
Responsible for monthly report for upper management
Maintain high quality standards with minimum turnaround time for repairs, sustainable low work backlog and maximum customer satisfaction
Plan, prepare, and devise work schedules, and manage the scheduling and dispatching of technicians according to workloads and budget
Trains and instructs employees as needed
Resolves complaints and answers questions of customers regarding services and procedures
Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content
Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports
Makes recommendations to management concerning staff and improvement of procedures
Assists or fills in for technicians as needed
4+ years’ experience based on after sales / warranty / repair & service
Excellent time management and organizational skills with a proven ability to prioritize
Advanced use of Excel and reporting tools
High attention to detail and accuracy and demonstrated track record of working to tight deadlines
Excellent interpersonal skills with fluent verbal and written English
Experience of working with both hourly and executive employees in Italy
An ability to work independently and to deal with ambiguity when necessary

Service Center Supervisor, Tullytown, PA Resume Examples & Samples

Must be an ambassador of safety and must foster continual safer working practices and environment improvements
Coach/Train/Mentor employees as well as participate in other talent upgrading activities
Lead the achievement of Safety, People, Quality, Delivery, and Cost Business Objectives
Understanding and achievement of Service Center Financial Targets
Lead Continuous Improvement efforts in all areas of the business
Manage the facility’s capacity level from both available labor and skills
Have the ability to communicate and work with all levels of the organization
Support local, regional and global standardizations to best practices
Long term business strategy plans through analytics
Able to perform capital expenditure justifications
Must be able to build positive and trusting relationships with their team, customers and cross-functional supporting resources through daily communications and execution on commitments
Able to have work-life balance for themselves and their team in an oscillating service industry while meeting their external and internal customers’ needs
Assist with solution development for customers
Implement and track KPIs
Ambassador of EnPro + CPI's Code of Business Conduct/ Code of Conduct
Strong communication skills, internal and customer-facing
Prior experience working in a service center environment or related field
5+ years’ experience in manufacturing
5+ years’ experience leading teams
Business acumen & basic financial management abilities
Strong time management skills

IT Service Center Supervisor Resume Examples & Samples

6 years of experience in a technical support
2 years of operational leadership
Demonstrated experience in management and driving a service delivery team
Must be able to work after hours and weekends as needed
Be able to work with limited supervision
Bachelor’s Degree Preferred
Applicable service industry certifications (ex: knowledge field, Microsoft, etc.)
Supervises and coordinates the IT Support Center staff
Schedules staff to adequately handle any internal requests and problems
Advises support staff concerning administrative procedures, technical problems, and priorities
Ensures availability of hardware and software to internal customers and employees by making certain hardware and software works properly and individuals have the available tools needed to perform their functions. Provides “loaner” devices when necessary
Ensures that support staff receives the appropriate training and remain knowledgeable about the company’s products and systems
Assists with analyses and preparing reports on progress, work trends, and problems
Keeps the management team informed on status of employees’ problems and of internal technical support activities as necessary
Improves quality and responsiveness of corporate support services
Assists management with evaluating and developing Employee Support Center programs and policies
Consults with management on disciplinary actions and proceedings

Service Center Supervisor Resume Examples & Samples

Oversee department workflow and provide guidance to associates on departmental projects/issues. Route resources appropriately to meet workflow demand and achieve Service Center SLA’s
Assist team members with problem solving as needed; promptly accept escalated customer concerns and staff the management queue. Respond timely to complaints or concerns from customers and Scottrade departments. Coordinate the process of response and approve supervisory e-mails
Track, compile and report KPIs
Ability to resolve customer service and associate issues by effectively prioritizing and evaluating information to identify key issues and solutions
Excellent customer service skills.
Working knowledge of multi-channel contact center operations
Ability to perform all duties and responsibilities of a Financial Service Representative on a daily basis
Ability to handle information and findings in a confidential manner. Confidentiality agreement for banking specific information and transactions may be required
Strong prioritization skills and the ability to handle multiple job duties in a fast paced environment
Bachelor’s Degree in Business, Finance, or a related field, or equivalent combination of education and experience preferred