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Call Center Supervisor

2 months ago

Rockville, United States Hendall Inc Full time
Job DescriptionJob Description

OVERVIEW

We are seeking a dynamic full-time Call Center Supervisor who is responsible for providing front-line, first level supervision and leadership to customer service representatives with the goal of meeting program objectives and customer service level agreements.

This position will support Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS) which serves the public as a trusted partner and steward, dedicated to advancing health equity, expanding coverage, and improving health outcomes.

DUTIES

  • Assist in the formulation of targets for individuals and team
  • Plan and direct workflow and project assignments
  • Oversee call volume to ensure service standards are met
  • Conduct hiring, training, and evaluation of staff
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems

MINIMUM REQUIREMENTS

  • Associates degree or 4 to 6 years of relevant experience
  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English and Spanish both written an oral
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • Bilingual - Spanish (preferred but not required)

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.