Call Center Supervisor
Job Description Summary
The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to call center agent (CCA) with the goal of meeting program objectives and customer service level agreements.
Essential Job Duties:
•Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
•Lead team comprised of work from home and onsite staff
•Perform tasks to assure project and program service level requirements and goals are met
•Assume leadership responsibility for departmental tasks and contact center activities as required
•Participate in meetings and recommend changes to policies and procedures
•Support and enforce contact center expectations and company policies and procedures
•Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to Call Center Agents (CCAs)
•Assist with escalated issues or cases as needed
•Evaluate employee key performance indicators and identify training needs and development opportunities
•Develop work schedules and assign duties to direct report personnel to ensure efficiency
•Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
•Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
•Evaluate employees’ job performance and recommend appropriate personnel action
•Participate in program special projects as required.
•Travel to contact center locations and customer sites may be required.
•Flexibility. Required to work holidays, weekends and /or weekends to meet training needs.
•Flexibility. Required to work a number of shifts, including 3rd shift that could change weekly to meet the needs of the training program.
•Perform other duties as assigned by leadership
Education and Experience Requirements:
•Associates Degree or equivalent combination of education, technical training or work experience
•Minimum two (2) years of related experience
•Must be able to work from home and comply with remote working policies and requirements
•Bilingual English/Spanish a plus
•Strong leadership skills
•Experience in a quality assurance and training role, in a contact center environment
•Ability to conduct and manage project reviews and communicate process improvement recommendations
•Proficient in the use of Microsoft Office products
•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 work alternate schedules.