Customer Service-BPS Suprv (4265)

Job Description: Perot Systems Corporation is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Call Center Supervisor to join our team in Rochester Hills, MI.

Perot Systems is looking for an enthusiastic and energetic Call Center Supervisor to join our team in our automotive call center environment located in Rochester Hills, MI. Contact center best practices will drive this dynamic, fast-paced position, which offers a unique leadership position for a seasoned contact center professional.

Required Skills:

Hire Advocates, Team Assistants, and Support Personnel

Administer salary and recognition

Conduct annual Performance Reviews

Conduct monthly Performance Reviews

Facilitate weekly team meetings

Manage the daily operations of the Customer Relations team of approximately 25 people - this may include several different teams

Communicate new or revised programs, product information, and proposed organizational strategies to enable Advocates to deliver outstanding customer service consistent with Brand expectations

Emphasize the ?First Call Resolution? philosophy

Handle the escalated calls from team assistants and/or when the team assistant is not available

Monitor advocates and team assistants Participate in product launch

Develop and implement customer service initiatives to assist management during special recall campaigns and marketing initiatives

Mentor and develop team assistants

Conduct monthly meetings with Call Center leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving our customers and achieve both Call Center and Brand expectations

Be an early warning system by focusing attention on customer complaints, and reporting data trends and key customer findings to management - monthly or as necessary

Demonstrate value to support business goals and objectives of Brand

Manage large-scale projects including new business, modifying/developing and implementations of new center technologies

Minimum Educational Requirements:

Bachelor Degree preferred

Perot Systems is committed to Equal Employment Opportunity. It is the policy of Perot Systems Corporation to encourage and support equal employment opportunity for all Associates and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran or Vietnam era veteran status.