Operations Supervisor

Operations Supervisor
in Mesa - AZ

Job Description

American Traffic Solutions (ATS) - State and Local Government Solutions (SLGS) Division focuses on enhancing safety in communities across the United States with its red-light, speed and school bus stop arm enforcement solutions. Our road safety cameras have effectively enforced traffic laws and saved lives for nearly 300 jurisdictions and school districts. Only ATS – SLGS brings together industry-leading technology with all of the other elements needed to ensure a successful road safety camera program.  

ATS' Mesa office is hiring a Call Center Supervisor, a strategically-minded individual who has a comprehensive, in-depth working knowledge of call center operations, back office processing, and vendor management. The successful individual will work independently, with general guidance from management, is a self-starter who can focus on deliverables and provide thoughtful and balanced guidance to staff will be successful in this position. The position requires a strong leader who will drive assignments and responsibilities through to their conclusion, is comfortable overcoming obstacles, and retains ownership over their own teams and their accountabilities.

Key Responsibilities:

·            Manage tactical relations with our key service provider partners and own their KPI attainment

·            Oversee the Quality Auditing of our back office processing departments

·            Oversee the Affidavit Processing across a national base of clients

·            Lead cross functional groups, developing employees and supervising performance including documentation, progressive disciplinary procedures with employees, timecard / work schedules, etc.

·            Motivate, develop and coach multiple teams

·            Handle operational questions and concerns

·            Handle escalated customer issues (position does require both client and citizen direct communication)

·            Manage complex workflow and changing priorities in a fast-paced environment

·            Coordinate departmental functions

·            Develop strong, positive working relationships with staff, customers and vendors

·            Implement change management activities

Required Knowledge, Skills & Abilities:

  • 2+ years of leadership (experience managing or leading a group of people, experience in delivering feedback, writing and delivering reviews)

  • Prior experience in driving and managing change

  • Demonstrated organizational skills (prioritizing, leading people and projects)

  • Proven experience in developing and coaching employees; building relationships and resolving conflict

  • Strong verbal and written presentation skills

  • Strong PC and Microsoft software skills


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