RoadAssist Supervisor

Murphy-Hoffman Company, LLC is North America’s largest Kenworth truck dealership group and leasing group. As MHC continues to grow, we have an opening for a Call Center Supervisor. The Call Center Supervisor provides day to day supervision of the call center employees. Ensures standards of customer service are achieved through compliance with established policies and procedures and the consistent use of the systems available.

• Schedules call center employees for shifts that provide adequate support of customer needs.
• Assists call center employees with call handling duties during peak call periods.
• Provides initial and ongoing training to call center employees to ensure consistent levels of customer service are maintained.
• Conducts reporting and analysis of call center cases and provides recommendations and implementation of improvements in efficiency, customer service and expense reduction.
• Reviews the company’s outside service providers and a continuously looks to expand the network with approved vendors, providing quality services at competitive prices within established traffic lanes.
• Other duties as assigned by management.