Supervisor - OCD

4 weeks ago

Bossier City, United States YoungWilliams Full time

SUMMARY OF POSITION

The Contact Center Supervisor provides leadership and direction to a team of Customer Service Representatives by providing daily supervision, training, and work direction to staff. The Supervisor ensures Contract performance and customer satisfaction goals are met and inquiries and referrals are resolved timely and accurately. Further responsibilities including conducting ongoing training and evaluating individual performance of CSRs.

ESSENTIAL JOB REQUIREMENTS

Provides supervision to team of Customer Service Representatives and motivates, evaluates, and rewards individual and team performanceOversees setting goals and performance expectationsCollaborates with management to develop policies and procedures for daily operationsEnsures daily, weekly, and monthly productivity and quality metrics are achievedProactively identifies issues and implements solutions for current and long-term issuesMaximizes operational performance and efficiencies within the project to ensure quality customer service and timely call managementProvides performance coaching to associates detailing areas of success and opportunities for improvementConducts weekly staff meetingDevelops tools to assist management team in report generation as required by contractual obligation

REQUIRED EDUCATION

Associate Degree or equivalent work experience in a related field is preferred

REQUIRED EXPERIENCE

At least one year of customer service or call center experience preferredExperience performing related work responsibilitiesComputer literateHighly developed problem resolution skillsSuccessful proven record of accomplishment for leading, motivating, counseling, and training employeesExcellent interpersonal, written, and oral communication skillsOrganized, flexible, multitasker who works well under pressureExperience in a team environment, as well as an autonomous contributor

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