This is an internal position only
The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.
Essential Duties and Responsibilities:
- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed
- Perform other duties as assigned by leadership
Minimum Requirements:
- Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- Minimum of two (2) years of experience in a call center environment required
- Ability to manage a high level of confidentiality
- Proficient in Microsoft office suite
- Excellent organizational, written, and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to work as a team member, as well as independently
- Must be able to remain in a stationary position for an extended period of time
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
Physical Requirements:
Prolonged sitting throughout the workday with occasional mobility required.
Corrected vision within the normal range.
Hearing within normal range. A device to enhance hearing may be provided if needed.
Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.
Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
Screenings Requested
You must successfully pass a background check and/or drug screen regarding this employment opportunity. Non-responses may result in disqualification for this opportunity.
Reasonable Accommodation
If you require alternative methods of application or screening, you must approach the employer directly to request this.