Call Center Supervisor

Penske Automotive Group is looking for a motivated Customer Service Supervisor to join our call center and help deliver extraordinary customer service experiences.

The Contact Center Supervisor assists the Manager with employee development, peer motivation, recruiting and training new hires. Effective communication and other related duties will also be required.

• Provide consistently outstanding quality service to internal and external customers by setting the initial impression of Penske Automotive Group (PAG) and the dealerships as a professional, customer‑oriented company keeping our customer's needs first and foremost.
• Review employment applications and participate in the interviewing process.
• Performance evaluation process for team members.
• Assist with associate training and coaching.
• Employee counseling and performance improvement process.
• Be familiar with the business concepts, practices, and procedures of the Contact Center being able to lead and direct associates to adhere to the department's service excellence standards ensuring timely processing of external and internal calls.

• Embody the department's mission statement and goals.
• Demonstrate positive attitude.
• Keep your team focused during challenging situations - Leadership.
• Provide constructive feedback and recognition to Manager.
• Identify areas of improvement and evaluate method of training needed.

• Arrive to work on time.
• Follow instructions and communicate regularly with manager.
• Interact effectively with co‑workers.
• Understand and follow work rules and procedures.
• Accept constructive criticism.
• Professional appearance required.

Be representative of:

• Uncompromising integrity in all that we do and how we relate to co‑workers and to our guests.
• A consistent, as well as, flexible schedule.

High School diploma or GED.

Previous supervisory experience, preferable position specific.

Excellent oral and written communication skills.

This document is intended to set forth the general specifications of this position. Alternate duties may be assigned to the incumbent not specifically mentioned herein.

If you are ready for a rewarding career with competitive compensation and benefits, and opportunities to excel and advance, consider joining the Penske Automotive Group organization. Our interview process typically includes a phone interview, several in‑person interviews, background check, reference check, driving record review, and a drug screen. Be a part of the best customer experience team in the automotive industry… apply with us today!

Penske Automotive Group is an equal opportunity employer and maintains a drug‑ and alcohol‑free workplace. Some positions may require applicants to possess a valid driver's license and have a good driving record.

• Ability to assist in effectively hiring personnel required to meet departmental and organizational goals.
• Ability to manage, including recommendations on disciplining and terminating personnel as required, to meet departmental and organizational goals.
• Ability to effectively lead a team to achieve departmental and organizational goals.
• Strong organization skills and ability to multi‑task.
• Excellent communication skills both oral and written with the ability to effectively communicate with customers via face‑to‑face, phone, or by other means of communication.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to process data and organize it for management analysis.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Ability to understand and follow work rules and procedures.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to apply…