Call Center Supervisor

4 weeks ago

Clearwater, United States Pinellas County FL Full time

Call Center Supervisor

Customer Services Supervisor, C27

Location:14 South Fort Harrison Avenue, Clearwater, FL

Schedule:Position will transition to a hybrid remote schedule.

Do you have expertise in Interactive Voice Response (IVR) systems, Automated Call Distribution (ACD) systems, Microsoft Office Suite applications, and SAP customer information systems?Pinellas County is looking for you

This is a highly responsible supervisory position in the contact center that hires and prepares contact center representatives for responding to customer inquiries, questions, and complaints received via telephone call, live chat, mail, or emails and troubleshoot problems with services or products.An employee in this class is responsible for organizing and directing the day-to-day activities related to the operation of the Contact Center.The position is responsible for managing, training & guiding contact center agents in performing their duties.To perform the above, agent monitoring and report analysis must occur in order to measure contact center performance. Provide positive reinforcement and constructive feedback as necessary.The position requires extensive knowledge and experience in Interactive Voice Response (IVR) systems, Automated Call Distribution (ACD) systems, Microsoft Office Suite applications, and SAP customer information systems to include experience with S4/ HANA (highly desirable).The work is performed under general supervision with considerable independent judgment and initiative exercised in carrying out the daily operations of the sections.

What Would You Do?

Supervise, mentor, and coach personnel implementing customer services/call center functions and activities. Evaluate processes within the Customer Services Section. Ensure that best practices are followed between the Customer Services Section and other Utilities Department divisions. Ensure best business practices by cross training with the Payment Processing section and provides back up supervision as needed. Identify deficiencies in operations, business processes and customer service that require amendments to operating policies and procedures. Track trends of customer needs, expectations and recurring problems; analyzes, develops and updates customer service processes; prepares flowcharts and makes recommendations for changes. Research and compile reports. Analyze issues and impacts affecting Pinellas County utility customers. Mentor, coach, counsel, and provides leadership and recognition to employees in the work unit; which results in an increased service level to the customers. Facilitate information sharing between departments for the collection, analysis, evaluation, and presentation of data for the purpose of streamlining and closing gaps on work processes. Assist technical staff in developing, maintaining and upgrading support systems such as call monitoring, interactive voice response, skill-based routing phone systems, work management systems and customer information systems. Perform related work as assigned, or required.

What Do You Need To Have?

6 years of experience in contact center analytic and reporting, automated billing, collection, fiscal records, service notifications, and purchasing matters that includes system wide responsibility for responding to customer requests and problems or related field that includes 1 year as lead worker or supervisor; or Associate’s Degree in business, finance, accounting, information technology, public relations or a related field and 4 years of experience as described above; or an equivalent combination of education, training and/or experience; or Bachelor’s Degree in business, finance, accounting, information technology, public relations or a related field and 2 years of experience as described above; Master’s or higher-level degree in business, finance, accounting, information technology, public relations or a related field; or An equivalent combination of education, training, and/or experience. Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Highly Desirable

Bachelor's Degree or higher 2 years’ experience as lead worker or supervisor Proficiency in: Outlook, Word, Excel (esp. graphs, charts, trending, and analytics), PowerPoint, Microsoft Teams and Visio Proficiency in SAP, Maximo, and other related software. Bi-lingual in Spanish and/or French. Extensive working knowledge of Interactive Voice Response system. Extensive working knowledge of and experience with Automated Call Distribution systems. Extensive working knowledge of and experience in contact center metrics development.

Let Us Tell You What Benefits We Offer

Our benefits rank among the top in the area Check it out Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options. We have tuition reimbursement, wellness, and deferred compensation programs to name a few perks. Check out these and more

Want To Lean More?

Please review the full classification description with the Physical/Mental Demands, Working Conditions, and Knowledge, Skills, and abilities at the below link.

Customer Services Supervisor

  • Call Center Sales Manager

    7 days ago

    Clearwater, United States St. John's Hearing Full time

    DescriptionCall Center Sales Manager - ClearwaterHelp us build our Vision of the first turn-key Concierge Hearing Rehab practice with Care delivered through a Biblical worldview.We are looking for a faithful, able, and teachable servant-leader who is willing to roll their sleeves up to help build the impossible from the plans of the Architect. Someone who...

  • Call Center Representative

    7 days ago

    Clearwater, United States Evara Health Full time

    Job DescriptionJob DescriptionDo you want to make a difference in the community? Are you looking to further your career in healthcare? Do you want to be part of a growing organization? Evara Health has been serving the community for 40 years. We are a not-for-profit health care organization with 14+ locations throughout Pinellas County, FLEvara Health is...

  • Call Center Representative

    1 month ago

    Clearwater, United States Luxury Bath Technologies Full time

    *** ATTENTION: APPOINTMENT SETTERS *** We are Luxury Bath of Central Florida, a company that has been serving the area for 30+ years! Due to our major success, we need NEW team members!!! This is a Full-Time position with flexible hours AND benefits! + Base pay + commission + Bonuses + Cash SPIFFS + NO COLD CALLS! + Top Reps make $19-$24...

  • Call Center Representative

    1 month ago

    Clearwater, United States Luxury Bath Technologies Full time

    *** ATTENTION: APPOINTMENT SETTERS ***We are Luxury Bath of Central Florida, a company that has been serving the area for 30+ years! Due to our major success, we need NEW team members!!!This is a Full-Time position with flexible hours AND benefits!Base pay + commission + Bonuses + Cash SPIFFSNO COLD CALLS!Top Reps make $19-$24 hourly Paid on the job...

  • Banking Call Center Representative

    7 days ago

    Clearwater, United States BayFirst Financial Corp. Full time

    BayFirst National Bank is a full-service community bank and national SBA Lender founded in 1999 and headquartered in St. Petersburg, Florida. We are a true community bank, and our unique model is grounded in supporting the strength and heart of our communities: individuals, families, and small business owners. We are both current and comfortable for the...

  • Full Time Sales Agent

    1 week ago

    Clearwater, United States Life Protect 247 Full time

    Job DescriptionJob DescriptionHere at Life Protect 24/7, we provide customers with peace of mind through our personal medical alert services. As a sales advisor you will receive calls from a variety of customers who are attempting to get connected with external businesses. This creates an opportunity to share our device with those who may need it and not...

  • Customer Support Center A...

    1 month ago

    Clearwater, United States LeafedIn Full time

    **Customer Support Center A...** **Job ID:** 15320 **Company:** Trulieve, INC **Location:** Clearwater, FL 33763 (On Top Of The World area) **Salary:** TBD **Number of Vacancy:** 1 **Employment Type:** Contractor **Posted:** 4 days ago **Deadline:** 01 Jan, 2023 **Job Description:** The Customer Support Center Assistant Manager is responsible for ensuring...

  • Training Supervisor

    3 days ago

    Clearwater, United States Pinellas County FL Full time

    Training Supervisor Location: 14 S. Ft. Harrison Ave., Clearwater, FL Schedule: Monday – Friday; 8:00 AM - 5:00 PM This is an exciting role that will develop, present, and guide a learning portfolio for the Pinellas County Utilities’ (PCU) Customer Contact Center and spearhead creative and innovative learning opportunities throughout...

  • Outbound Call Center Representative/Sales

    6 days ago

    Clearwater, United States Pridestaff Full time

    Job DescriptionJob DescriptionAs an Outbound Customer Service/Sales Associate, you will be responsible for reaching out to potential and existing customers, promoting our products/services, and closing sales. You will play a key role in expanding our customer base and building strong, lasting relationships. This position requires excellent communication...

  • Front Desk Supervisor

    1 week ago

    Clearwater, United States Lodging Dynamics Full time

    **Location: Residence inn and Springhill suites by Marriott Clearwater Beach** **About Lodging Dynamics:** Lodging Dynamics Hospitality Group is a national hospitality management company serving the hospitality industry for over 30 years! Lodging Dynamics Hospitality Group operates hotels across many states and among several brands, including Marriott and...

  • Retail Supervisor

    2 months ago

    Clearwater, United States OCC Road House & Museum, LLC Full time

    Job DescriptionJob DescriptionThe retail supervisor will oversee the retail department and perform duties to ensure its smooth operation as required. This includes but is not limited to working retail shifts, inventory management, ticketed event set up, staff training, and overall store organization and operation. Responsibilities: Welcome guests to the...

  • Customer Support Center Operations Lead

    1 month ago

    Clearwater, United States Leafwire Full time

    ** Customer Support Center Operations Lead** ** | Clearwater, FL, United States** Posted Date 12/19/2021 Description **Job Title:** Customer Support Center Operations Lead - Florida **Department:** Call Center **Reports to:** Call Center Assistant Manager **FLSA Status:** Non Exempt **Salary:** Based on Experience **ROLE SUMMARY** This position is...

  • PRN Nurse Examiner RN or APRN

    6 days ago

    Clearwater, United States Suncoast Center Full time

    Job DescriptionJob DescriptionMinimum Qualifications:Education: Registered Nurse (RN) or Advanced Practice Registered Nurse (APRN)Preferred: SANE (Sexual Assault Nurse Examiner) or training may be provided Licensure: Must hold a Florida license as an Advanced Practice Registered Nurse or a Registered Nurse. Experience: Registered Nurse with at least one...

  • IT Operations Center Specialist

    2 weeks ago

    Clearwater, United States Pinellas County FL Full time

    IT Operations Center Specialist (Internship to hire) Location: S. Ft. Harrison, Clearwater Are you interested in contributing to your community in an exciting, fast-paced, creative environment with a technology organization smitten with innovation? We excel at delivering innovative, operationally ready, and cost-effective IT solutions that...

  • Supervisor, Nce

    6 days ago

    Clearwater, United States CCS Full time

    Overview: Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability...

  • Supervisor, NCE

    5 days ago

    Clearwater, United States CCS Corp Full time

    Overview: Are you looking for a purposeful career that will make a difference in the patient community? At CCS, our approach to at-home patient care is redefining chronic care management. We are seeking individuals that will thrive in a patient-centric dynamic environment. If you are an attentive listener, fast-thinker, and problem-solver, with the ability...

  • Prn Nurse Examiner Rn or Aprn

    6 days ago

    Clearwater, United States Suncoast Center Full time

    **Minimum Qualifications**: **Education**: Registered Nurse (RN) or Advanced Practice Registered Nurse (APRN) Preferred: SANE (Sexual Assault Nurse Examiner) or training may be provided **Licensure**:Must hold a Florida license as an Advanced Practice Registered Nurse or a Registered Nurse. **Experience**: Registered Nurse with at least one year of...

  • Maintenance Supervisor

    7 days ago

    Clearwater, United States The Bainbridge Companies Full time

    Job DescriptionJob DescriptionDescription:Reports to: Property ManagerSupervises: Under the direction of the Property Manager, supervises on-site maintenance staff, which may include Maintenance Technicians, Groundskeepers, Housekeepers, Painters, Make-Ready Technicians.Wage Status: Hourly (Non Exempt eligible for overtime)The Maintenance Supervisor must be...

  • Weekend Rn House Supervisor 7-3/3-11

    6 days ago

    Clearwater, United States Sabal Palms Health & Rehabilitation Full time

    **Weekend RN House Supervisor** **Sabal Palms** **Shift: 7-3/3-11 Saturday/Sunday** **Can be either 32 or 40 hrs per week** **New Competitive Rates** - **Sabal Palms Health & Rehab is a beautiful, clean & well maintained 244 bed building, owned by same company over 30 years!**: - **We offer memory care, long term care, rehabilitation & the only...

  • Maintenance Supervisor #145

    6 days ago

    Clearwater, United States Cal-Am Properties Inc Full time

    Formed in 1988, Cal-Am Properties, Inc. is one of the largest privately held operators of RV resorts, manufactured home communities and apartment communities in the United States. Through teamwork and dedication, our staff are valued as an important component to our total success. Everyone at Cal-Am is continually working today for tomorrow’s lifestyle...