Careers

American Traffic Solutions, Inc. (ATS) is a Scottsdale, Arizona-based technology and services company offering business solutions to support the growing worldwide requirements of our customers in the traffic and transportation management industry. www.atsol.com

This position will be located in our Ahwatukee area location.

Call Center Supervisor

Position Overview
We are looking for an individual to join our team as an Operations Telephone Supervisor who will be responsible for Supervision of Customer Service Representatives.
This position requires a seasoned, quick thinking individual with good judgment who applies a comprehensive and in-depth working knowledge of Call Center practices, reporting and structure. This candidate must be able to work independently, with general guidance from management.  Candidate must be a self starter who keeps on top of call volumes, business rules and changes as well as industry changes and communications.  This candidate must be focused on quality and production efficiency of staff and process.

Responsibilities

	Perform and oversee quality review feedback with CSR.
	Manage call volumes to ensure day to day adherence to schedules, provide coaching and feedback on performance.
	Manage documentation, progressive disciplinary procedures with employees; approve timecard / work schedule
	Motivate, develop and coach group
	Handle operational questions/ concerns.
	Handle escalated issues with customers
	Manage complex workflow and changing priorities
	Develop strong, positive working relationship’s with ATS staff, customers and vendors
	Implement Change to Organization
	Other duties as requested

Experience Required

	2 + years demonstrated experience in delivering feedback, writing and delivering reviews
	3+ years of leadership experience, with direct supervision of over 15 employees
	5+ years of experience within the call center
	Demonstrated experience in driving and managing change
	Strong oral and presentation skills.
	Demonstrated organizational skills with prioritizing workflow, leading projects and managing the daily demands of a call center.
	Strong analytical skills in identifying trends and providing thought leadership in driving process improvements
	Proven experience in developing and coaching employees
	Proven experience in building relationships and resolving conflict
	Strong PC skills

Physical Environment

Job requires no travel. Tasks will generally be completed sitting at a desk and/or walking in a call center environment.

To apply, please fill out an internal application and submit it to Kim Sanders along with your resume.

All internal applications must be submitted by end of business day Thursday, December 31st to be considered.  

To apply, please submit the following information to: Opportunities@Atsol.com.

	Cover letter stating how your skills match the requirements
	Your resume with current contact information
	A summary of your salary history
	Your present salary requirements

top | back to careers