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2nd Shift Call Center Manager

As the 2nd Shift Call Center Manager, you’ll manage the operational performance and quality of service of the Parker Technology call center Monday through Friday in order to achieve the level of customer service promised and the most effective operations possible.

You’ll work with the 1st Shift Call Center Manager to have policies and operations in place for the general leadership and direction of the Call Center on a day-to-day basis. While the direct job responsibilities are split between two people different days of the week, the policies and operations should remain consistent.

How you will make an impact:

  • Provide direction and coaching to 1-3 call center supervisors on different shifts.
    • Assist and coordinate with supervisors in the daily training, coaching, correcting of call center reps
    • Review efforts by supervisors to train and coach CSRs
    • Help supervisors identify areas for improvement or growth
  • Perform individual yearly performance reviews for supervisors and participate in their development plans.
  • Create or maintain a supportive, yet challenging atmosphere among the team. 
  • Keep an eye on the queue.
  • Identify problems and resolve or guide supervisors to resolve them. 
    • Technical issues with equipment or network
    • Inaccurate / incomplete garage information
    • CSRs not following procedures
  • Assist with incoming calls when necessary.
  • Interact with technical team to troubleshoot system problems.
  • Interact with garage leadership to address facility issues.
  • Review reports and metrics related to customer service and operations to evaluate individual and overall performance of the department.
    • Weekly – BI Report
    • Daily – Performance Page
  • Participate in and/or handle escalated issues including communication with parking customers.
  • Communicate major issues to upper management as needed for information or potential follow up with the Client.
  • Interact with Implementation team to coordinate CSR training for new customers.
  • Interact with the Training Manager to provide feedback on new CSRs coming out of the training program.
  • Help ensure CSRs have the fundamental skills needed at the expected level.
  • Represent Clients and CSRs in business activities.
    • Advocate policies and procedures to the Operations leadership team (this team consists of Technical Services, Product Management, Training and Client Services)
    • Inform Product Development
    • Help provide information needed to build forecasted budget for the Call Center
  • Attend conferences, trade shows or sales calls as needed. 
  • Evangelize Parker Technology customer service.
  • Participate in and manage the selection process for CSRs.
  • Lead all efforts involved in employee improvement; evaluation, decisions about strategy or approach, execution, and when necessary termination.
  • Help on days in times of major, unforeseen incidence or planned vacations.
  • Help maintain a clean work environment.
  • Review assessment forms with CSRs and Supervisors.
  • Work with QA Manger to complete audits as necessary for CSR or Facility hot topics.

Culture Fit:

We believe strongly in hiring individuals that align with our core values:

  • Honesty and Integrity
  • Goes above and beyond
  • Excellence in Communication
  • Critical Thinking
  • Noble Intent
  • Servants Heart

Represent these core values to co-workers, leadership, facility contacts and facility customers.

Additionally, help maintain a culture that consists of:

  • Teamwork
  • Communication
  • Acceptance and appreciation for hard work, dedication and respect for the job

What you bring to the table:

  • A.S. or two years of college
  • Previous supervisory experience or 5 years of call center experience
  • Demonstrated ability to work with others to gather information or insight
  • Demonstrated ability to foster team work and achieve goals by motivating others