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Call Center Supervisor
2 months ago
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.