AECOM Call Center Supervisor in Renton, Washington

United States of America - Washington, Renton

Job Summary

AECOM is seeking a Call Center Supervisor to be based in our Renton, WA location.

This position is responsible for providing quality and efficient customer service to customers through the daily supervision

of a team of up to 15 employees to include motivating, recognizing and rewarding, coaching, counseling, training and

problem solving. Additionally, this position is responsible for assisting the CSC manager with development, analyses, and

implementation of staffing, training, scheduling, and reward/recognition/incentive programs.

Essential Duties and Responsibilities

  • Provides daily direction and communication to employees to ensure customer service calls are answered in a

  • timely, efficient, and knowledgeable manner.

  • Assists employees who experience work-related problems by providing appropriate coaching, counseling,

  • direction, and resolution.

  • Knowledgeable in processing toll transactions and video bills into the system; receiving and processing

  • payments; updating accounts and notices; and opening new accounts. Performs general office duties.

  • Promotes positive work environment by establishing rapport and initiating relationships with CSRs and

  • colleagues.

  • Actively coaches and mentors CSRs using statistical and performance feedback. Uses system tools to monitor

  • agent calls.

  • Understands call center key metrics and generates reports on KPIs Identifies possible performance

  • opportunities and suggest methods to improve operations efficiency. Monitors and logs employee performance problems according to company policy, escalating performance

  • issues for corrective action as required.

  • Coaches staff regarding performance and project policies and procedures.

  • Assists CSC Manager with daily operation of the call center.

  • Works as a member/leader of special or ongoing projects that are important to area/process improvement. Establishes work procedures and processes that support company and departmental standards, procedures,

  • and strategic directives.

  • Participates in employee performance appraisal process.

  • Effectively communicates via written, verbal, and electronic correspondence.

  • Performs other tasks as assigned.

Minimum Requirements

Education:

  • High school diploma or GED Certificate is required

Experience:

  • 8 years of relevant experience with 3 of those years of related experience as a Call Center Supervisor.

  • Experience in customer service and/or retail industry.

  • Strong process, analytical and organizational skills.

  • Strong time-management skills, problem-solving skills, and analytical skills.

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Must possess strong computer skill-sets. Emphasis on MS-Office products such as Excel, PowerPoint, and Word is highly desirable.

Preferred Qualifications

  • Experience with workforce management scheduling.

  • Recent tolling experience.

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

What We Offer

When you join AECOM, you become part of a company that is

pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions

inclusion, diversity and overall

employee well-being through programs supported by company leadership. Our

core values define who we are, how we act and what we aspire to, which comes down to not only

delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Transportation Operations Management / Traffic Monitoring

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 210835BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.