Service Center Supervisor Job Description

Service Center Supervisor Job Description

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Service center supervisor provides operation, maintenance, and repair services for interior building electrical distribution from the service entrance equipment to the point of use, to include but not limited to switchgear, circuit breaker electrical distribution panels and sub-panels, backup generators, automatic transfer switches, load banks, disconnects, light fixtures, receptacles, switches raceways, and conductors.

Service Center Supervisor Duties & Responsibilities

To write an effective service center supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included service center supervisor job description templates that you can modify and use.

Sample responsibilities for this position include:

Assists the Center Leader in the development of policies, procedures, and practices related to the center operations in an effort to drive service excellence across the organization including leading process improvement initiatives using commonly accepted methodologies
Research escalated payable issues using the Procurement and Accounts Payable systems
Demonstrates the values of The Company through words, actions, and by example
Requisitions and receives gasoline and authorized automotive parts
Responsible for the conduct of periodic inventories, the maintenance and analysis of cost records, gasoline surveys and ensures compliance with correct receipt, pricing and storage procedures
Maintains good customer and employee relations
Ensures compliance with fire, safety, and security regulations
Works under the general direction and supervision of the Navy Exchange Officer or Deputy Exchange Manager who exercises broad management control
Leads initiatives outside team to represent the group
Preparing Salesforce reports by collecting, analyzing, and summarizing data and trends

Service Center Supervisor Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Center Supervisor

List any licenses or certifications required by the position: ITIL, CEBS, HDI, CPA, CPR, HR, A&P, CPP, ISO

Education for Service Center Supervisor

Typically a job would require a certain level of education.

Employers hiring for the service 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, Technical, Business/Administration, Communication, Finance, Project Management, Healthcare

Skills for Service Center Supervisor

Desired skills for service center supervisor include:

Word
Automatic Transfer Switches
Bottle requirements in order to assist clients with their project needs
Electrical Power Distribution
Et al
Generators
Holding times
Method requirements
National Electrical Code and various industry standards
Switchgear

Desired experience for service center supervisor includes:

Managing the daily running of the call center
Setting and meeting performance targets for client delivery
Maintaining the highest standards and implement quality controls to ensure all information captured is accurately input and processed in a timely manner
Ensuring all relevant training materials for the team is updated
Communicating with team to gather information and resolve issues
Working with Q&A to ensure real-time feedback is provided to the Benefit Service team regarding their performance

Service Center Supervisor Examples

1

Service Center Supervisor Job Description

Job Description Example
Our innovative and growing company is hiring for a service center supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service center supervisor
  • Update project sheets on a monthly basis (at a minimum)
  • Schedule meetings with account contacts, ideally, on a quarterly basis, though meetings may take place more or less frequently depending on account needs
  • Deal with business and suppliers inquiries
  • Assist Management in developing operating procedures and administrative policies for the National Service Resource Center
  • Hire, develop, and train a team of Schedulers and Dispatchers in the National Service Resource Center
  • Supervise 10 – 15 Call Center employees working closely with your team and District personnel ensuring the quality of service call taking and scheduling is superior and exceeds our customer’s expectations
  • Assist in developing Call Center performance metrics and reporting to provide a strategic overview of business operations in the areas of employee productivity and optimal staffing levels
  • Assist in developing and maintaining customer service performance metrics ensuring Service Level Agreements (SLA) are met
  • Work with entire team implementing best practices designed to exceed performance goals
  • Work closely with District operations in establishing a seamless transition for all of our Service customers going from a decentralized call taking/scheduling process to a centralized one
Qualifications for service center supervisor
  • Understanding of hardware and network physical setup and installation
  • Proficient in power and cable management
  • Must be able to communicate in a clear and professional manner and have excellent written communication skills
  • Understanding client base, identifying their needs and how to interact with them (customer relations)
  • Five years of progressive technical or supervisory experience in the field of facilities/installed requirement operation and maintenance programs
  • Identify areas of improvement and implement any necessary programs designed to exceed customer expectations
2

Service Center Supervisor Job Description

Job Description Example
Our company is growing rapidly and is hiring for a service 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 service center supervisor
  • Maintain a proactive interface with all districts making sure changes in their service operations and technician level skill sets and territories are continually updated
  • May on occasion travel to district offices and other Dispatch Call Centers to observe and identify best practices and evaluate Call Center technology that potentially could be implemented to optimize the National Service Resource Center’s performance
  • Assist in meeting equal employment opportunity/affirmative action program goals and objectives
  • Train, coach and develop direct reports
  • Identify training and coaching opportunities based on monitoring
  • Handle escalated service issues including member follow-up
  • Monitor work of direct reports at pre-established sampling levels
  • Manage project materials, reports and timelines, including specialist scripts, logs, and contact records
  • Ensure calls are routed appropriately
  • Work with internal service customers to establish outbound service programs including project goals and metrics
Qualifications for service center supervisor
  • Look for trends and root causes of volume performance changes
  • Supervise up to 12 phone, email and/or processing staff members
  • Working knowledge of call center technology (IVR, Witness/Nice, CMS, CTI, CRM, ACD)
  • Experience leading teams to transition manual processes to automation
  • Superior project management and organizational techniques
  • 2-5 years Supervisory experience of team
3

Service Center Supervisor Job Description

Job Description Example
Our innovative and growing company is looking for a service center supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service center supervisor
  • Accept and handle supervisory requests and calls from staff and customers
  • Plans and monitors shop floor operations to ensure tasks are being performed safely
  • Develops daily production plan to ensure output targets are achieved and customer deadlines are met
  • Interface with customers on a daily basis to receive and deliver customer assets, detail local customers deadlines, and interpret customer requests
  • Manage and oversee staff of 3-5 FT and 2-3 Temp staff related primarily to the Minneapolis Service Center and certain office operations (service center and production room supply inventory management, hospitality maintenance and building/facility maintenance)
  • Manage and oversee the report processing for all client deliverables issued from the Minneapolis office (including supporting other offices as needed)
  • Supervises a staff that handles customer service related inquiries for the ecommerce and retail consumers
  • Provides oversight of PAS/Customer Service call center daily operations pertaining to planning, design, measurement, and assessment of customer service and other related services
  • Supervises the day to day activities of the PAS/Customer Service staff allocating and monitoring the workflow to ensure the accurate and timely completion of assignments according to the SOP time frame and quality standards
  • Responsible for the overall efficiency and service delivery of the HR Service Center
Qualifications for service center supervisor
  • Overall strong verbal and written communication skills
  • 1-3 years of previous customer service
  • Support and ensure your team provides superior service to customers
  • Ensure all operational tasks of the order management system are completed daily
  • Strong knowledge of technical software such as WIN 2000/XP/Vista and MAC operating systems knowledge and web browsers
  • Will require the ability to operate various types of powered material handling equipment
4

Service Center Supervisor Job Description

Job Description Example
Our company is looking to fill the role of service 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 service center supervisor
  • Maintains extensive knowledge of Visa and MasterCard rules, federal regulations, and internal systems
  • Coaches team on setting goals, and conducts employee performance reviews
  • Works with management to make personnel changes
  • Addresses disciplinary issues with staff, and escalates to management as needed
  • Trains new and experienced staff on procedures and systems
  • Manage a team of 25-30 Pharmacy Service Associates, creating a culture of highly engaged employees
  • Provide direction and guidance regarding policies, procedures, workflows and service quality
  • Collaborate with Pharmacists and Medical Directors to support the utilization review process
  • Drive process improvements to increase the value that we provide to our customers and to the health professional community
  • Work with team members, peers, operations command center, and management team to meet service metric requirements
Qualifications for service center supervisor
  • Bachelor's degree from an accredited university in Business, Finance, Supply Chain Management, Engineering or related field
  • Minimum 8 years' experience in Production Purchasing required
  • Qualified candidate must have excellent negotiation skills, strong analytical skills and experience in working in cross functional teams
  • Must have experience managing and negotiating contracts and have a strong understanding of contract law
  • Must have ability to coach and manage both the buyers and the supply base and drive timely resolution of open issue
  • Master's Degree, CPSM - Knowledge of Steel Industry, Material Market understanding, including ability to develop forecasting and support Treasury for risk management strategies such as hedging
5

Service Center Supervisor Job Description

Job Description Example
Our company is looking to fill the role of service 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 service center supervisor
  • Lead the team to ensure a safe, efficient and quality repair within the customer's required ship date
  • Ensure proper shop coverage including OT, weekends, holidays
  • Monitor actual hours to shop orders to keep within quoted estimates
  • Monitor employee compliance with local and corporate policies
  • Liaison for shop related issues with Customer Service Managers and other product bays
  • Interact directly with client representatives to answer questions on repair procedures & scheduling
  • Provide guidance and leadership to a team that consists of different skills and levels of experience
  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
  • Maximizes customer operational performance by providing help desk resources and technical advice
Qualifications for service center supervisor
  • Union relations and Grievance process
  • In-depth knowledge of HR Call Center operations
  • Same as Min
  • At least 3 years of customer service or call center experience
  • Must be able to pass pre-employment drug test and background check
  • Experience with LEAN or CI preferred

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