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Call Center Supervisor

2 months ago

Gainesville, United States Burgess Information Systems, Inc. Full time
Job DescriptionJob Description

Directly leads and develops multiple agents and plans. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws, all while maintaining a positive and motivating demeanor. Must be available to work varied shifts, including weekends and holidays.

ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following:

  • Answer questions and recommend corrective action for plan complaints.
  • Disseminate new plan information to agents in a timely manner.
  • Assist in planning and carrying out initiatives to achieve call center goals and improve operations.
  • Follow through on personal administrative responsibilities.
  • Listen attentively to employees, deliver on promises, and reward employees for a job well done.
  • Ensure agents are adhering to schedules and that they are using phone statuses correctly.
  • Perform 5 technical monitors per agent, per month, with one conducted side by side.
  • Meet with each agent monthly to review technical monitors and agent performance. Create and implement action plans for agents falling below standards.
  • Provide continual evaluation of processes and procedures and ensure resources are continually updated.
  • Provide appropriate training, coaching, counseling, and direction to maintain a highly motivated work environment through positive and constructive feedback combined with additional coaching and training.
  • Communicate to Workforce Analyst, Manager and/or Director when call center is experiencing phone issues, freezes, delays, or service interruptions.

QUALIFICATIONS AND REQUIREMENTS

  • Excellent customer service skills.
  • Able to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • Able to effectively communicate, in both written and oral forms.

EDUCATION

High school diploma or equivalent.

PHYSICAL DEMANDS

Requires sitting, standing, and occasional light lifting.