SUMMARY OF POSITION

The Contact Center Supervisor provides leadership and direction to a team of Customer Service Representatives by providing daily supervision, training, and work direction to staff. The Supervisor ensures Contract performance and customer satisfaction goals are met and inquiries and referrals are resolved timely and accurately. Further responsibilities including conducting ongoing training and evaluating individual performance of CSRs.

ESSENTIAL JOB REQUIREMENTS

• Provides supervision to team of Customer Service Representatives and motivates, evaluates, and rewards individual and team performance
• Oversees setting goals and performance expectations
• Collaborates with management to develop policies and procedures for daily operations
• Ensures daily, weekly, and monthly productivity and quality metrics are achieved
• Proactively identifies issues and implements solutions for current and long-term issues
• Maximizes operational performance and efficiencies within the project to ensure quality customer service and timely call management
• Provides performance coaching to associates detailing areas of success and opportunities for improvement
• Conducts weekly staff meeting
• Develops tools to assist management team in report generation as required by contractual obligation

REQUIRED EDUCATION

Associate Degree or equivalent work experience in a related field is preferred

REQUIRED EXPERIENCE

• At least one year of customer service or call center experience preferred
• Experience performing related work responsibilities
• Computer literate
• Highly developed problem resolution skills
• Successful proven record of accomplishment for leading, motivating, counseling, and training employees
• Excellent interpersonal, written, and oral communication skills
• Organized, flexible, multitasker who works well under pressure
• Experience in a team environment, as well as an autonomous contributor