Call Center Supervisor - Aurora, Colorado

Job Details:

Title: Call Center Supervisor

Location: Denver International Airport

Compensation: $23.50/hour; non-tipped

Schedule: Full Time 2 pm until 11:30 pm //10 pm until 6:30 am

The Spirit of the Position:

The Control Room Supervisor at the Denver International Airport oversees a team of control room agents that assist customers virtually exiting and entering the parking facility. The control room supervisor is dedicated to ensuring every aspect of their department delivers

Principal Job Duties:

• Excellent attendance and punctuality

• Ability to deliver excellent customer service is a must

• Assist in scheduling staff activities and coordinate training

• Ensure incoming calls are attended to promptly and professionally

• Lead, direct, and develop a team to meet expectations with tasks and duties.

• Identify areas of opportunity and provide coaching and training for staff development

• Evaluate and document employee behavior, performance, and progress.

• Assist in scheduling staff and daily activities and training

• Promote and ensure first-class customer service is being provided

• Ensure adherence, compliance, and grasp of policies and procedures

• Understand and report any anomaly that may occur that would impede usual business practices and flow.

• Confirms lanes are active and ready for customer interaction

• Confirms lanes are closed appropriately as per established procedure

• Ability to interpret policies, procedures, and standard business practices.

• Demonstrates a sense of urgency and timeliness

• Additional related duties as assigned.

Skills & Requirements:

• Ability to deliver excellent customer service is a must

• Excellent communication and interpersonal skills.

• Unwavering reliability and punctuality

• Basic Office 365 software experience (Excel, Word, Outlook)

• Strong organizational and multitasking skills with the ability to prioritize tasks effectively.

• Ability to remain calm and composed in high-pressure situations.

• Ability to comprehend and follow policies and procedures.

• Adaptable to situational changes to accommodate operational needs.

• Computer savvy and able to learn and work on software/application systems.

• Willingness to work flexible hours, including evenings, weekends, and holidays.

• Must be able to clear and maintain airport badging requirements.

• Must meet required speaking and listening skills assessment level (Speaking=Advanced High) (Listening=Superior)

Physical Demands:

• Willingness to work in the elements - heat, wind, snow, rain, etc.

• Ability to work on a computer and a monitor for extended periods

• Ability to sit, stand, and walk for extended periods.

• Ability to bend, stoop, squat, and lift frequently throughout a shift.

• Ability to perform functions that require repetitive motions

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

Benefits:

• Team Atmosphere

• Growth Opportunities

• Pay Activ - On-demand access to earned wages; get up to 50% of your earned wages immediately!

• Paid training: No experience? We have you covered!

• Free company uniform

The following programs are available to help support you, free of charge.

• Health Coaching & Resources One-on-one health coaching is available to all employees whether you enroll in LAZ Benefits.

• Employee Assistance Program (EAP) you and eligible household members have 24/7 access to confidential counseling.

• Smoking Cessation Program

Additional Full-Time Benefits:

• 401k

• Medical, Dental, Vision

• Paid time off

• Short Term & Long-Term Disability

• *After six months of employment, working at least 25 hours, on average, per week - part-time employees are eligible for full-time benefits.

FLSA Status: Non-Exempt; non-tipped

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to providing equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used to limit or exclude any applicant's consideration for employment on such grounds.

LAZ Parking participates in E-Verify.