Call Center Supervisor Kentwood
Job description
Call Center Supervisor IN PERSON POSITION SCOPE: The Command Center Supervisor at the DK Security Headquarters is responsible for ensuring that there is effective, 24 hour/day, 7 days/week, 365 days/year, support to our corporate management team as well as our supervisors and employees out in the field, and ultimately our customers and clients. In addition, the Command Center Supervisor will work alongside the operators and is responsible for operating a multi-line switchboard, processing pre-employment background screening, processing companywide payroll, conducting pre-employment phone interviews, as well as providing outstanding customer service. More specifically, the Command Center Supervisor is responsible for the overall operations of the department, and the supervision and leadership of 10-12 assigned Command Center Operators. The Command Center Supervisor is responsible for contributing to the overall goals and direction of our employees, as well as the organization as a whole. SCHEDULE: 1st Shift (6 AM - 2 PM/7 AM - 3 PM/ 8 AM - 4 PM) Monday - Friday with availability every other weekend Hours may vary dependent on site needs *must be flexible availability & willingness to cover off shifts* 40+ hours/ week (full-time) PERKS: Rate of Pay: Starting at $18.00/hr + Benefits Benefits: medical, dental, vision, life, group accident, critical illness, hospital indemnity, identity theft protection, and paid time off, and 401K. LOCATION: Kentwood, MI JOB DESCRIPTION/RESPONSIBILITIES: Must provide above excellent customer service when dealing with Clients, Customers, Co-Workers, etc. Direct, supervise, and manage subordinates in the execution of appropriate strategies, consistent with law, Client and Company policy, and accepted security standards that maintain a safe, secure and orderly decorum in support of the stated organizational mission. Prepare training for all assigned Operators and ensure they are appropriately and thoroughly carrying out all duties outlined in the department’s post guidelines. Will provide support to the HR Department with recruitment efforts. Responsible for the appearance, grooming and physical image of all Command Center Operators assigned to department. All operators must be in proper uniform at all times. If operators arrive without proper uniform, supervisor is responsible for documenting and following DK’s HR discipline policies. Maintain updated post guidelines and training materials for the operations of the department and meet the Director of Recruiting quarterly to jointly review and update materials. Report problems with and request additional uniforms on behalf of operators. Schedule all Command Center shifts, at minimum, 3 weeks in advance and without overtime (unless previously approved by the Manager.) Determine if scheduling can accommodate time off requests and approve time off as appropriate. Understand and implement DK’s GIFTS program with all operators assigned to site. Accurately complete and submit all payroll data within Company established timelines. Implement progressive disciplinary actions for subordinate violations of Company or Client Policy as necessary, in strict accordance with established company policy after consultation and direction from Human Resources. No employee will be disciplined, suspended or discharged without consultation and input from Human Resources (who will in return ensure all other appropriate parties are informed.) Complete objective, performance based, written appraisals of subordinates based on published Post Order or Position Descriptions of subordinates within 14 days of their anniversary date. Review and approve all written reports of investigation generated by assigned personnel. Such review shall insure that the report accurately and concisely documents all incidents/accidents that occur on property owned, controlled or maintained by the client and have been submitted in the proper format within 48 hours. Maintain an inventory of and report problems associated with all assigned equipment. Be available at all times to receive calls from subordinates with questions while the operators are on duty and to handle scheduling issues (sick employees) and make necessary changes. The supervisor is ultimately responsible for filling all shifts with the assistance of the HR Department Recruiting. Other duties as assigned. QUALIFICATIONS: Must be at least 18 years old or older. Must be of good moral character, with no felony convictions or misdemeanor convictions for criminal sexual conduct or related offenses, theft, assault, or crimes of moral turpitude, is required. High School diploma or GED required. Bachelor’s degree in preferred. 2 years of experience in a similar role preferred. Must present a friendly, positive, professional image to Clients, employees, supervisors, managers, and the general public. Experience scheduling is preferred. Thorough knowledge of emergency procedures; ability to manage emergency situations while handling normal control center functions. Ability to multi-task multiple job duties while maintaining confidentiality. Ability to prioritize decisions based upon multiple criteria and identifiable standards of policies and procedures. Ability to effectively interact with professional personnel at all levels within the corporation, outside agencies and general public. Must possess excellent verbal, written and interpersonal communications skills and the ability to solve problems and de-escalate situations in a non-confrontational manner. These include the ability to read and write the English language and interpret documents such as safety rules, operating procedures, maintenance instructions and reports. Must possess excellent computer skills; specifically in Microsoft Word, Excel, and Microsoft Outlook. Must have a flexible schedule and reliable transportation. Ability to work independently with little or no supervision. NOTE: Internal Candidates with an active disciplinary action in his/her personnel file will NOT be considered for this position. IND1 DK Security is Michigan’s fastest growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and much more based on the needs of our clients. DK Security can provide you an opportunity to grow, develop and meet new people in a professional team setting while performing essential administrative tasks that are at the heart and soul of our Corporate Office! This Command Center Supervisor position is one that will utilize multitasking and customer service skills every minute of your shift and if you like to be busy, this is the job for you! DK has earned a reputable name in the security industry thanks to our outstanding officers that work in the field as well as our support staff and call center at our corporate office, and we cannot wait to have you join our team!
