Airport Call Center Supervisor - Denver International Airport
External
Denver · Denver International AirportFull-timeOn-site1w ago
AccessibilityCRMLeadership
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Benefits
The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $32.00-$36.00/hour. We also offer generous benefits for full-time employees which include but are not limited to:A guaranteed life-long monthly pension, once vested after 5 years of service457B Retirement Plan140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per yearCompetitive medical, dental and vision plans effective within 1 month of start dateLocation & ScheduleWho We Are & What You'll DoAbout DENWe are currently seeking an Airport Call Center Supervisor to join our team!Other duties will include:Responsible for the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.Proactively collaborates with peers to bring forward operational concerns and/or recommendations during leadership meetings.Works with Manager to ensure optimal daily schedule coverage for the call center.Works closely with supervisors in other areas of the customer service department, collaborating on department wide projects and initiatives.Attend monthly department meetings, actions items from the meeting in need of attention.Responsible for developing and delivering thorough quarterly and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees based on 1:1 meetings, in person observations, and overall engagement with employee.Responsible for ongoing quality assurance audits of employees to ensure they deliver the highest levels of customer service to our customers and following all departmental policies and procedures.Proficient in all areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed.Create tickets in the Customer Relationship Management (CRM) platform (Sprinklr Enterprise) related to customer inquiries, feedback, concerns, or complaints while assisting customers via voice calls, SMS messaging, web chat, airport paging, email, and social media.Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communDental insuranceVision insurancePaid time offFlexible scheduleEquity / stock options
Additional Information
About Our Job With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.
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