Call Center Supervisor

SUMMARY: Supervise staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives.

ESSENTIAL FUNCTIONS

- Ensures adherence to Call Center Policies and Procedures. - Ensure calls are handled efficiently, accurately, and in a timely manner. - Assists staff in resolving complaints or escalated calls. - Coach and mentor staff to achieve optimum performance levels. - Monitor personnel performance and participate in employee performance reviews. - Responsible for staff scheduling to include: employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. - Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels in order to meet Grade of Service goals. - Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals. - Complete human resource paperwork. - Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

- Ability to work well with people. Strong leadership skills. - Exceptional organization and time management skills. - Positive attitude, good judgment, and strong work ethic. - Demonstrate excellent interpersonal communication skills. - Strong computer skills. Proficiency and speed working in all Microsoft Office products. - Strong organizational skills, including time management and documentation. - Knowledge of telephone call center systems.

QUALIFICATION

- Associate’s Degree from an accredited college or university and/or commensurate experience in the areas of call center supervisory position. - Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).

- Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.