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NCC Shift Supervisor in Charlotte, NC at Securitas Security Services USA

Date Posted: 11/20/2018

Job Snapshot

Job Description

Job Code: 85782819444

Category: First-Line Supervisors

JOB SUMMARY:

Responsible for effectively supervising Customer Care Representatives (CCR) in the National Communications Center (NCC). Manage and develop the CCRs as well as mentor and assist them with all aspects of their position. Proactively communicate project issues and challenges to management. Assure that the NCC is providing the best service to its internal customers and clients.

ESSENTIAL FUNCTIONS

  • The functions listed describe the business purpose of this job.  Specific duties or tasks may vary and be documented separately.  The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
  • All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  • Employees are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
  • In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Employees are required to notify superiors upon becoming aware of unsafe working conditions.
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.

  • Provide supervision and guidance to CCRs. Coordinate customer service activities, such as assigning schedules for CCRs to monitor Post Confirmation System (PoCo) and respond to all alerts as they occur during the course of the shift, and evenly distributing administrative tasks and projects.
  • Create and maintain a spirited work environment that promotes positive communications within the NCC and field offices. Foster teamwork within the NCC, field offices, and company.
  • Monitoring/Service Observation: Monitor attendance and quality of CCR and customer interaction. Communicate customer service performance objectives. Ensure that departmental standards regarding quality and productivity are maintained. Empower individuals to meet performance expectations. Monitor effectiveness, professionalism, and efficiency of CCRs. Motivate CCRs to aggressively achieve quality and productivity goals.
  • Coaching and Counseling: Establish and maintain visibility and daily contact within the NCC by providing regular feedback and coaching sessions with CCRs. Assist in the ongoing training and development of CCRs, coordinating training efforts with Training and Development Administrator. Mentor new hires and current staff. Assist in evaluating and improving CCR phone skills.
  • Address complaints, answer questions, and resolve problems regarding all aspects of the NCC system. Ensure the timely communication and resolution of field complaints/issues, concerning scheduling and profile problems.
  • Assist the NCC Manager in effectively staffing and administering functions to ensure that performance and service levels are consistently met. Coordinate work schedules to ensure that adequate staffing needs are appropriate to call volume.
  • Develop new ideas and plans to improve shift functioning. Work with NCC Management to identify and implement processes and service improvements.
  • Evaluate and execute appropriate action to improve or recognize employee performance. Administer monthly scorecard and annual CCR performance reviews. Apply corrective action plans. Handle all disciplinary situations in conjunction with NCC Management in a timely manner, including pertinent supporting documentation.
  • Seek out updates with field management to ensure that the NCC database information is current, to proficiently respond to field operation requirements.
  • When needed, assist CCRs in receiving all incoming forms of communication from clients, prospective clients, field personnel or the general public during the shift. 
  • Assist with other projects as assigned and perform additional duties as requested by management.
  • Other duties as assigned

Job Requirements

MINIMUM QUALIFICATIONS AT ENTRY

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

  • Technical Skills: Must be familiar with the NCC database, Windows applications, Word, Excel, and Outlook. Ability to type a minimum of 40 words per minute on PC keyboard.
  • Communication Skills: Possess excellent verbal and written skills, including good grammar and a well modulated, articulate speaking voice. Ability to listen attentively to others. Ability to effectively present information and respond to questions from management and customers.
  • Management Skills: Capable of working independently, under minimal supervision and following directions. Ability to evaluate employees. Possess leadership qualities and assertiveness. Ability to accept responsibility. Ability to use sound good judgment to accomplish results.
  • Customer Service Skills: Ability to maintain a strong and positive customer service orientation. Willingness to support the customer. Communicate direction in a positive and professional manner.
  • Analytical Skills: Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions.
  • Stress Tolerance: Ability to handle multiple tasks simultaneously. Able to work effectively under stressful work conditions. 
  • People Skills: Possess teamwork and positive attitude. Ability to motivate, coach, and work well with others to achieve common goals. 
  • Organizational Skills: Ability to concentrate and prioritize. Organize effectively and follow-up to ensure task completion. Possess time management skills.
  • Flexibility: Ability to work shift times that are not normal business hours of operation, including holidays and weekends. Ability to be available to work outside one’s regular assigned weekly schedule to cover for other NCC Supervisors when they are on approved time off (with advance notice) and/or on short notice should another NCC Supervisor call off from work. Ability to adapt to changing priorities. 

Education/Experience: High School Diploma or GED required, with two to three years of customer service experience.  Some college preferred. 

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described.  In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.
  • Successful passage of background, reference, psychological, and controlled substance tests.
  • Required ability to handle multiple tasks concurrently.
  • Computer usage.
  • Handling and being exposed to sensitive and confidential information.
  • Regular talking and hearing.
  • Frequent sitting.
  • Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling.
  • Close vision, distance vision, and ability to adjust focus.
  • Work primarily performed in an office environment.
  • Ability to sit for long periods of time while working on a personal computer
  • Occasional lifting and/or moving up to 10 pounds