Center Supervisor Job Description
Center supervisor
provides support of various software applications, operations, and processes to a diverse client base and internal employees.
Center Supervisor Duties & Responsibilities
To write an effective center supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included center supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide leadership and work direction to a team of Print and Distribution Center (PDC) employees
Through strong leadership, develops a collaborative work environment for employees
Identifies opportunities to streamline processes and incorporates these improvements to work procedures
Effectively supervise and mentor a student staff of 22 (1 Graduate Assistant, and 22 student program and project coordinators), multiple undergraduate and graduate volunteers
Participates in root cause analysis and recommends changes & improvements
May act as a project manager on assigned projects
May serve on cross-functional teams
Ensures that all policies and procedures are adhered to and call standards are met
Reviews progress of quality assurance calls
Ensure adherence to work schedule
Center Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Center Supervisor
List any licenses or certifications required by the position: CPR, AED, ITIL, HDI
Education for Center Supervisor
Typically a job would require a certain level of education.
Employers hiring for the center supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Associates, Business, Management, Leadership, Supply Chain Management, Supervision, Graduate, Administration, Technical
Skills for Center Supervisor
Desired skills for center supervisor include:
PC applications
Warehouse systems
Processes and productivity standards
Product flow within a distribution environment
Workforce management practices and tools
Work being supervised
Services and business operations to enable resolution of customer inquiries
Quality monitoring software
Scheduling software
Windows applications
Desired experience for center supervisor includes:
Minimum of 1 year of management experience, and 2 years of customer service/call center experience required
Successful call center or similar work experience
Two years experience in a call center supervisory role
Successful track record working with sales and service organizations
Knowledge of related systems
Have a strong sense of urgency and are able to prioritize to ensure your primary responsibilities are achieved while not losing sight of providing excellent customer service
Center Supervisor Examples
1
Center Supervisor Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of center supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for center supervisor
- Supervises and monitors CSR team to ensure high levels of customer service are being delivered
- Provides coaching, mentoring and feedback to all team members as opportunities arise to improve handling of customer calls
- Sets a leadership example with peers and staff
- Supervises floor by acting as a visible leader walking the entire center floor
- Monitors staff attendance and performance
- Provides corrective feedback as necessary
- Assists in resolving personnel issues
- Takes supervisory calls, including escalated customer problems and take appropriate action to resolve issues
- Partner with Human Resources to administer company policies to include performance and attendance recruitment hiring, interviewing and selection
- Monitor computer systems, network devices and applications
Qualifications for center supervisor
- Ability and willingness to work as needed to meet the business needs
- Four year managing a team in a Call Center a MUST
- BA in business or equivalent is preferred
- Minimum 3+ years of warehouse and supervisory experience is required
- Minimum two years call center/customer service experience
- Excellent organizational and analytical skills, the ability to perform and provide results in a fast paced, team-oriented environment
2
Center Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of center supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for center supervisor
- Heavy Shipping and Receiving
- Ensure efficient and safe operation of all material handling equipment
- Monitor, document, and evaluate staff performance
- Interview and recommend candidates who meet requirements for staffing additions
- Develop and implement procedures to enhance efficient outbound operations
- Address, investigate, and resolve order related issues
- Apply sound communication and motivational techniques for supervising, training, counseling, and disciplining staff
- Observe production flow and identify areas for improvement
- Maintain clean and orderly work areas throughout the distribution center
- Minimum of 80 percent of time on production floor
Qualifications for center supervisor
- Customer Service supervisory experience preferred
- Microsoft Office knowledge (ie
- Provide coverage for all Routing Analysts as assigned and as needed
- Responsible for 5-7 direct Routing Analyst reports
- Responsible for the day to day routing operations of approximately 40+ warehouse locations and 350 daily truck routes
- Provides feedback and guidance for purposes of Goal achievement through the Career Development process the Annual Merit and Review processes
3
Center Supervisor Job Description
Job Description Example
Our company is hiring for a center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for center supervisor
- Supervises and coordinates the day-to-day operations of a designated shift, to include scheduling of staff, assigning work hours and specific job functions, monitoring workloads, and recommending personnel actions such as retention, promotion, transfer, or dismissal
- Plans, organizes, directs, and controls the quality of the activities in the customer service unit
- Implements plans and schedules for the efficient and productive use of personnel and technology to ensure optimal service delivery
- Ensures quality and consistency of casework by routinely monitoring calls and conducting routine evaluations using SAF quantitative methods and other tools and processes
- Assists in development and delivery of training programs to maximize potential of individual employees and in support of Company policies, departmental procedures and job duties
- Generates and interprets system reports reflecting case-related statistics such as call volume, call abandonment rates, staff availability and workload
- Assists in the management of supporting systems software and hardware
- Develops and implements procedures to ensure smooth operation of the division
- Acts as technical expert when appropriate
- May work with community-based service agencies in coordinating service delivery to client base
Qualifications for center supervisor
- Must be able to perform the nightly routing process as needed
- Schedules division’s deliveries, including transfers, to meet customer requirements
- Determines routing assignments using Route Optimization Tool for maximum route efficiency
- Maintains route / customer file data base accurately in routing tool
- Communicates with Routing Center Managers to examine results and improvement opportunities
- Provides routing manifests, daily delivery reports each night to assigned divisions’ Logistics Managers and CSRs (and Sales Reps, as required)
4
Center Supervisor Job Description
Job Description Example
Our company is hiring for a center supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for center supervisor
- Maintain a smooth running shift (handling any problems that come up will staying in the bounders of the rules set forth)
- Ensure that proper food safety procedures are followed
- Ensure proper machine safety procedures are followed
- Ability to handle payment transactions with a variety of different tenders (cash, credit/debit card, tickets, ) with the utmost accuracy
- Ability to prioritize the needs of the department and be able to multitask effectively
- Ability to troubleshoot and perform basic repair/maintenance on Redemption, Prize and Video Games
- Coordinate and communicate with managers within organization and outside providers to leverage resources and discuss solutions to matters of significance
- Implement moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service
- Prepare and recommend operating and personnel budgets for approval
- Monitors calls to observe employee demeanor, technical accuracy, and conformity to policies
Qualifications for center supervisor
- Provides divisions “Planned Routes vs
- Tracks DOT Hours of Service constraints / changes
- Manages driver feedback, accuracy and timeliness
- Adjust driver and equipment availability due to call-offs / equipment service requirements as identified by supported divisions
- Interacts with Sales and Customer Services Reps requesting special favors for their customers
- Develops optimum routing solution for approximately 50-75 trucks / routes for 6-8 assigned divisions
5
Center Supervisor Job Description
Job Description Example
Our company is hiring for a center supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for center supervisor
- Capable of making decisions in the best interest of the customer and achieving excellence in performance
- Effectively monitors, evaluates and distributes daily workload for assigned team/unit, uses the ACD Symposium system, queue displays and other tools, to ensure production standards are being met for inbound and outbound call handling, other work activities assigned
- Understands the Call Center-s goals, those for assigned team/unit
- Review daily progress of each account representative and review with each direct report
- Plan, direct, and control field personnel daily workload and work schedules
- Plan, direct, and redirect service orders and service personnel as the day progresses for work completion, customer appointments, and end-of-day work balancing
- Make sound decisions based on customer satisfaction, economic value, and safety of field personnel
- Investigate and solve customer and electric distribution system problems
- Prioritize the workflow during and after normal working hours to meet customer needs
- Plan in conjunction with other managers commitments to ESSO for resources to complete priority work
Qualifications for center supervisor
- Creates “What If” routing scenarios monthly for delivery expense savings opportunities
- Travels to Veritiv divisions for on-site delivery improvement initiatives and training support, support for Continuity of Operations (sustained routing service)
- Leads the database maintenance/audit function at the Routing Center and provide direction on customer/route database to Routing Center Routers and Leads
- Must have first-hand experience in efficiently routing a fleet, including thorough knowledge and skill set in utilizing Roadnet routing tool and XRS driver performance reports
- 4 year degrees required
- 3 years Logistics experience desired