We are growing and need to add to our call center management team. The Member Services Supervisor is responsible for the overall performance of the call center. They will make decisions regarding people, processes, technology, and customer service. This person is jointly responsible for the success of the call center team with the Director – Call Center Operations. A deep understanding of Archimedes’ culture and mission is vital to the success of this position. You must have at least 3 years' experience in managing people within a call center environment and a Bachelor's degree or higher from an accredited college.

Essential Duties and Responsibilities (include but are not limited to):

• Ensures all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external customers.
• A Key element of this role is front-line call taking, ensuring that a deep understanding is gained of the customer experience. That understanding is used to constantly improve that experience.
• Administers weekly call center schedules to ensure the call center staff is performing at their highest efficiency on all shifts to meet demand.
• Trains the call center staff in understanding & completing their primary functions with the highest level of efficiency and accuracy.
• Establishes and executes clear procedures, processes, and standards for production, productivity, quality, and customer-service. Sets and meets performance targets for speed, efficiency, and quality. Communicates job expectations and enforces policies and procedures throughout the call center.
• Reports on trends on the call centers efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.
• The Member Services Supervisor has constant communication with customers regarding positive or negative experiences. They also ensure that our customers are receiving all necessary communication from customer service representatives regarding appointments.

Education, Experience, Skills:

3 years supervisory or management experience in a call center environment

Proven advanced knowledge of Microsoft Excel, Word, Power Point, and Outlook

Ability to develop and interpret standard call center management metrics

Skills, Competencies and Abilities:

• Analytical - Can analyze a situation and understand quickly what the implications are to other groups within Archimedes. Uses intuition to make decisions that are best for the business.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Leadership – Brings individuals and Groups together to accomplish common goals. Demonstrates appropriate leadership styles in varying circumstances. Inspires others by the quality of leadership shows. Displays appropriate self-confidence and enthusiasm. Builds high moral and spirit among staff. Is respected by supervised staff.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments, demonstrates a high sense of urgency when
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar;
• Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation – Sets/achieves challenging goals; Demonstrates persistence, overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives;
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality, is able to lead an environment of high quality high efficiency performers.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals;
• Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Physical Demands/Working Conditions:

The physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

Individuals in an office-based position will encounter ambient room temperatures, fluorescent lighting, and will be expected to operate traditional office equipment as found in any typical office environment. Individuals may need to sit at a desk or table for long periods of time. An office worker may also be expected to spend long hours in front of a computer screen. A person in this position can be expected to reach over shoulder heights; crouch or stoop below the waist; experience repetitive wrist, hand, or finger movement; occasionally lift up to 25 pounds depending on the position.

Job Type: Full-time

Pay: $54,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Experience:

• Call Center Management: 2 years (Required)

Work Location: In person