Call Center Supervisor

ChargePoint operates the world’s largest and most open EV charging network. We also design, build, and support the technology that powers it. As our network grows, it makes driving an EV accessible to more and more people. Our mission is to get everyone behind the wheel of an EV and provide a place for them to charge wherever they go. Every day we add more drivers and businesses to our network, and driving an EV makes even more sense. And that’s what ChargePoint is all about: driving a better way™.

Position Summary

In a 24/7 in-bound call center environment, the ChargePoint Customer Support Supervisor will be responsible for a team of Customer Support Representatives.  This role will supervise the day to day call center operations, monitor customer interactions and ensure productivity of the CSR’s in support of KPI objectives.  This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company polities and procedures.

Duties and Responsibilities

• Responsible for customer service objectives by training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures

• Responsible for reviewing performance scorecards for CSR’s to gauge effectiveness of customer service outputs; provide ongoing employee development via bi-monthly one on ones, in support of metric objectives (e.g. AHT, CSAT, Call Quality, etc.)

• First point of contact for handling complex and escalated internal/external customer complaints and/or issues

• Provide ongoing corrective action to CSRs including performance improvement plans
• Communicates process enhancements and new program elements to CSR’s

• Provide backup support and coverage for CSRs as needed or as directed
• Have a working knowledge of processes, tools and technology agents utilize daily
• Conduct leadership level reviews to address performance trends and identify potential systemic anomalies impacting call volumes or the customer experience
• Work with leadership to ensure consistent customer service within established guidelines

Skills and Knowledge Qualifications

• Knowledge of standard call management practices in a multi-site/multi-line of business environment
• Proficient understanding of the interaction between call metrics (AHT, ASA, Call Arrival) and agent metrics (Staffing numbers, AUX, Utilization) as they relate to SLA management
• Self-starter with effective interpersonal, organizational, leadership, and communication skills
• Able to manage multiple tasks and priorities, and work within short timelines
• Proficient knowledge of normal office software (Word, Excel, PowerPoint, Outlook)
• Excellent verbal and written communication skills

Competencies

• Exemplary attendance and punctuality
• Strong communication skills – ability to communicate timely (written & verbal), effectively and clearly with various audiences (e.g. Management, Peers, and Business Partners) is required
• Must be capable of working in a fast paced dynamic environment with the ability to learn and adapt quickly
• Customer focused, good problem solving skills and the ability to work collaboratively or independently with strong follow-up and multitasking skills are required
• Ability to multitask and prioritize projects to meet deadlines
• Excellent verbal and written communication skills
• Strong interpersonal/communication skills
• Must be able to sit for long periods of time
• Position requires use of headset/microphone

Education

• Bachelor’s degree in a business or technology related field or equivalent combination of education and experience. 

Work Experience

• 2+ years’ experience in a call center environment with increasing responsibilities including supervisiory experience
• Demonstrated skills in leadership, problem solving, planning, and call center KPI performance