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Vegas-Based Call Center Supervisor

How you will make an impact:

Manage the daily operations in our Las Vegas Call Center for 2nd shift, which will include a weekend shift. Shifts may also change with notice based on business needs. Supervisor responsibilities include:

Queue Management:

  • Watch for trends and respond accordingly
    • High call volumes from a facility or lane
    • Missed calls
    • A CSR that has been on a call for an extended amount of time
  • Send email to support with appropriate log and call information for technical issues.
  • Work with facility contacts as issues are handled in the call center
    • Ensure the facility is aware of potential problems
    • When appropriate identify solutions to prevent repetitive occurrences
    • Create dialog that helps keep the call center aware of events and needs for those events
  • Inquire on issues if they do not seem to have been addressed

Culture:

  • Help encourage communication and actions that support a professional and positive environment in the Call Center
  • Identify behaviors that have a negative impact on the environment and work with the Call Center Manager to address them appropriately

Communication:

  • Complete daily shift updates via Teams chat
  • Address training issues with calls as they occur
  • Participate in daily staff interactions face-to-face and via Skype / Teams / Zoom

Other Responsibilities:

  • Clear up issues with facility notes and information
    • Ensure notes are up to date based on interactions with customers and garage staff
    • Keep the alerts and data lists clean and up to date
  • Work holiday hours as needed through a rotating calendar
  • Ensure the CSRs have the tools and information they need to complete their job to the high standards we expect
  • Participate in the yearly reviews for the CSRs
  • Complete any action forms needed for each CSR
  • Other duties as assigned by your Manager

Quality Control:

  • Consistently review (live and via video) calls and interactions between the CSRs and facility customers and managers
    • Ensure CSRs receive timely feedback on their performance
    • Find ways to highlight the positive calls to the team
    • Address areas of concern with individual CSRs directly
    • Work with Call Center Manager to implement a path to address repetitive team and individual CSR issues as needed
  • Work with QA Manager to complete audits as necessary for CSR or Facility hot topics

Represent the core values of Parker to co-workers, leadership, facility contacts and facility customers:

  • Help maintain a culture that consists of:
    • Teamwork
    • Communication
    • Acceptance and appreciation for hard work, dedication and respect for the job
  • PARKER Care:
    • Understand the document, what it is intended to do and use the principles in communications with staff, facility contacts and facility customer interactions

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

Apply Today

If this description is right up your alley, and you’re looking to make a change, send your resume to talent@parkertechnology.com or fill out our contact us form. We look forward to meeting you!

Contact Us

“Your entire team have been so supportive. USC has been around for 150 years and we are brand new to this kind of technology and being on the receiving end of this level of service.”

— University of Southern California

Los Angeles

“Parker Technology has allowed Preferred Parking to help balance call load volume, and streamline our call center process while always guaranteeing our customers and clients the prompt service they have come to rely on from Preferred Parking.”

— Preferred Parking

Charlotte, NC

“I literally had staff coming in and giving me a hug when we switched. Our staff no longer had to manage the cell phone and this eliminated a majority of their daily stress. They would finally get off shift and just go home.”

— OHSU

Portland, OR

“Partnering with Parker Technology is all about elevating the parking experience. It’s also going to help us streamline our own parking operations, which will significantly reduce our parking management costs.”

— University of Houston

Houston, TX

“The customer service representatives do an excellent job. 90% of the time, they act exactly as I would. They have learned how I operate, do what I expected them to. I had high expectations initially, and Parker Technology proved them correct.”

— City of Colorado Springs

Colorado Springs, CO

“When we started off, we didn’t really know what to anticipate. Again, we previously had manned booths handling questions. Just to give you an idea, when we signed up with Parker, they were answering intercom calls during the evening and weekend hours. We anticipated this to be only 250 calls/month. Today, we’re at 12,000 calls/month.”

— University of Rochester

Rochester, NY

“People can be angry. They’re in a hurry. They want to get out. They’re impatient. Maybe they’re inebriated, whatever the case may be…Every one of those where we’ve had a complaint, I’ve gone back and reviewed it personally and I have not come across one where the CSR has been rude, impatient, belligerent, or anything of that nature. They’ve always been professional, even when dealing with very angry and unpleasant people.”

— City of Bethlehem

Bethlehem, PA

“When automating, there's always this fear of losing a level of customer service, but the Parker 24/7 Call Center has eliminated this concern.”

— Riverside Parking

Louisville, KY

“I'd recommend to any of my peers to focus on parking operations and leave the calls to the Parker 24/7 Call Center.”

— Park-Rite

Detroit, MI

“We were excited to identify Parker Technology as a solution provider within the PARCS world. Due to the breadth of clients Parker Technology partners with, we are leaning on them as experts in this space to collaborate with us to provide the best solutions for our parking guests. They listen to us as a partner as we tackle the opportunities together; they are truly an extension of our own customer service team.”

— Greenleaf Hospitality Group

Kalamazoo, MI

“Parker Technology enables us to deliver the personal, friendly experience that the City of Asheville wants every parking patron to remember.”

— City of Asheville

Asheville, NC

“Parker Technology has been a great addition to our parking facility here in Denver, definitely value add! The Parker team worked quickly in getting the installation performed and ensuring that all equipment was functioning properly.”

— Denison Parking

Denver, CO

“The customer service we receive from the Parker 24/7 Call Center is above any call center I have ever dealt with, or any on-site company we have used.”

— City of South Lake Tahoe

South Lake Tahoe, CA

“Parker Technology's call center helps us provide the standard of excellent service that people expect when they park in a Brandywine garage.”

— Brandywine Realty Trust

Philadelphia, PA

“Combining Parker with remote management by your PARCS system allows you to reach peak ROI and maximize efficiency across one or multiple garages. In the ‘new normal’ of contactless service and automation, Parker is the piece that brings it all together for owners and operators alike to provide a world-class experience for customers.”

— Signature Control Systems

Columbus, OH

“We are thrilled to partner with Parker Technology. The addition of their two-way video communication will truly enhance the customer experience for our end users. Parker’s customer service and response times are second to none in the industry and we are excited to offer our customers this state of the art solution.”

— Associated Time Instruments

Dallas, TX

“Parker has helped One Parking reduce staffing costs for our clients and has enabled us to continue to provide top notch in the lane service at the same time. We have been using Parker for several years and are pleased to continue expanding our partnership with them across the country.”

— One Parking

West Palm Beach, FL

“Parker has been a key piece of our continued success across all of our commercial parking garages. They are proactive, attentive, and professional. Their team consistently goes above and beyond to understand not only the equipment difficulties but also the operations and tenants at every location so they can better assist our customers, tenants and our team. They have become an extension of our team and we couldn't be happier to have found them as a partner!”

— Peak Parking

Austin, TX

“Mixing Parker Technology's dependable platform, authentic concern and stellar customer service, has provided Penn State a recipe for on-campus success through all our operational changes over the last couple years. ”

— Penn State University

State College, PA

“We love the system, the metrics, the real time updates. The staff is excellent and always does a great job. It’s actually quite incredible. It’s like having a real person on-site. We love Parker!”

— Stiles Property Management

Fort Lauderdale, FL

“Parker Technology’s platform for tracking intercom calls and customer issues is intuitive, convenient, and searchable. Having a reliable and responsive intercom service 24 hours a day is great for both our customers and our operations team.”

— Diamond Parking

Seattle, WA