Call Center Supervisor- Remote, USA

<p style="margin: 0in; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Who We Are:</strong><br>Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>What’s in it for You:</strong><br>VVG is a fast paced and growing organization that is looking for candidates that are ready for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture as well as competitive pay, 401K W/Match, Medical, Dental, &amp; Vision benefits. Become a part of our team and immerse yourself in a company that fosters a <strong>Great Place to Work™</strong> culture!</span></p>
<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">&nbsp; <br><strong>What&nbsp;You’ll&nbsp;Do:</strong>&nbsp; </span></p>
<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">The Call Center Supervisor is the first level of leadership for the VVG Parts Division Call Center. The Call Center Supervisor coaches, mentors, and must be able to provide assistance to Call Center Agents. Agent support provided can be technical in nature or it could be to track down order issues. The Call Center Supervisor jumps in and helps the operation as necessary and contributes to the overall growth and customer satisfaction of the Parts Call Center. </span></p>
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<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Job Responsibilities:</strong></span></p>
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<ul style="margin-top: 0in; margin-bottom: 0in;" type="disc">
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Compiling staff schedules, dispositioning time-off requests and arranging cover when necessary </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Measure performance with key metrics such as call abandonment, calls waiting etc. </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Briefing team on new initiatives, changes to targets and company news </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Training and helping staff reach their professional development goals </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Ensuring that quality standards are upheld using the QM tool </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Conducting performance reviews and implementing performance improvement plans as needed </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Interview and onboard new employees </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Answer questions from staff and provide guidance and feedback </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Anticipate escalation and take over calls when needed </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Devise ways to optimize procedures and keep staff motivated </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Ensure adherence to policies for attendance, established procedures etc. </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Keep management informed on issues and problems </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Review performance reports with employees </span></li>
</ul>
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<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Qualifications:</strong></span></p>
<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">&nbsp; </span></p>
<ul style="margin-top: 0in; margin-bottom: 0in;" type="disc">
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proven experience as call center supervisor or similar supervisory position (desired) </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Minimum of 5 years of customer service experience </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proficient in English; Good knowledge of additional languages will be a definite plus </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Working knowledge of MS Office </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Tech savvy with knowledge of telephone equipment and relevant computer programs </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">High school diploma or the equivalent </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">2-3 years or more with heavy duty commercial truck parts expected </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">OEM dealer experienced preferred </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Knowledge of commercial truck supplies, equipment and mechanical parts highly desired </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Proficient in relevant computer applications </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Experience in call center or customer service environment preferred </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Data Entry and strong typing skills preferred </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Clerical, word processing and/or office skills </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Knowledge of performance evaluation procedures </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Outstanding communication and negotiation abilities </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">A results-oriented approach </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Excellent organizational and leadership skills </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Ability to work under pressure </span></li>
<li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">High school diploma or equivalent </span></li>
</ul>
<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">&nbsp; </span></p>
<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Compensation:</strong></span></p>
<ul>
<li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">&nbsp;$70,000 - $85,000 yearly</span></li>
<li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Full-time position</span></li>
<li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Remote</span></li>
</ul>
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<p style="margin: 0in; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.</strong></span></p>
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