Instant Charge Flex Supervisor
Supervise full-time, part-time, and flexible-time employees of Instant Charge to ensure successful telephone sales and effective communications with patrons. Produce related reports, and provide other assistance as assigned by the Instant Charge Manager. The flex supervisor works approximately 20 hours per month in the office. Demonstrated ability to effectively recruit, set expectations and goals, plan, organize, control, delegate, and evaluate work of subordinate employees. Successfully builds trusting relationships with employees utilizing effective coaching and discipline techniques to ensure maximum productivity and completion of work goals. Demonstrates ability to shift priorities in order to achieve all high value work. Works to build productive relationships throughout the organization. Duties and Responsibilities: 60% Schedule and supervise approximately 30 operators on a daily basis; respond to all questions and requests for help from operators; responsible for daily opening and closing of office, so must be consistently on time; intervene as needed to resolve patron issues; act as a back-up in the absence of the manager which includes managing the room during evenings and weekends when the manager is off, and ensuring the smooth running of the department. This operation is 7 days a week, 11 hours a day. Must be able to calmly handle any emergency situation and make independent decisions when dealing with patrons and employees. 10% Run computer-generated daily reports of sales, operator efficiency, and other pertinent information, and provide analysis as needed. Ensure accurate payroll records of union employees. 10% Continually ensure operators have up-to-date information and respond appropriately to changes in scripts and sales programs, and maintain customer service training of all operators; provide input to management regarding employee performance and patron issues; effectively administer union contract; authorize exceptions to company policy without prior approval in order to handle patron issues; conduct on the spot counseling to employees to resolve issues as needed. 10% Ensure that all electronic equipment is maintained and repaired on a timely basis, and that any issues are brought to the attention of the appropriate personnel. Coordinate office cleaning and supplies as needed. 10% Work closely with other sales departments to handle patron issues and to filter calls appropriately and have the ability to handle patron calls when the call is escalated to the manager level. Education/Experience: A bachelor's degree or equivalent work experience One or more years of supervisory experience in sales and/or customer service Minimum Skills and/or Knowledge Required: Knowledge of computer ticketing systems. Strong customer service skills. Interest in and knowledge of the performing arts. The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation's cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion.