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Contact Center Supervisor--veterans Encouraged to

4 months ago

Tucson, United States Oxford Government Consulting Full time

Coaches contact center agents.
- Interacts with clients and other team members of the contact center team.
- Actively participates in improving the contact center’s performance.
- Assists in balancing all workload requirements.
- Responds in a positive manner to management requests for information or ideas that enhance the effective operation of the contact center or reinforcing training on matters regarding the contact center.
- Provides supervision for all contractor personnel to perform contact center work accurately, efficiently, and within established time frames to attain the required performance metrics.
- Oversees staffing levels to ensure there is no lapse in services.
- Monitors metrics and targets for service volume and timeliness.
- Supervises contact center agents and operations.
- Implements training to update staff on customer response standards, scripts, operational policies, and procedures.
- Responds to escalated calls with remedies or solutions.
- Prepares staff work schedules to ensure coverage and coordinate training.
- Contributes to the development of processes and procedures.
- Utilizes a virtual web-based desktop to oversee the work of a team of up to 20 call agents.
- Attends operational meetings.
- Oversees the workforce to ensure team members complete administrative deliverables timely and accurately.
- Provides written and oral communications to program management.
- Answers questions related to policies, procedures, and guidelines.

**Experience/Qualifications**:

- Bachelor’s degree preferred
- Must live within 50 miles of Tucson, Arizona.
- Minimum of one year of experience as a contact center supervisor.
- Minimum of four years of contact center experience.
- Flexibility to cover operational hours for the call center (24//7).
- Demonstrated success leading a large team focused on meeting organizational goals, continuous improvement, and implementing human capital management strategies.
- Proficiency with technology.
- Advanced typing skills.
- Knowledge of multi-line phone systems.
- Outstanding management skills.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Experience and knowledge to administratively maintain files, generate reports, and keep timecards.
- Strong analytical skills.
- Thorough knowledge of English grammar, spelling, and punctuation to compose written material, including any correspondence with medical facilities, manufacturers, and other customers, both verbally and in writing.
- Advanced/exceptional verbal and written communication skills.
- Authorization to work in the U.S.

Pay: $70,600.00 - $85,650.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

Application Question(s):

- Are you located within 50 miles of Tucson, Arizona?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Microsoft Office: 1 year (required)
- management: 1 year (required)
- Call center: 4 years (required)

**Location**:

- Tucson, AZ (required)

Work Location: Remote