Call Center Supervisor

YOUR KEY RESPONSIBILITIES:

• Establish efficient floor monitoring management: Supervise Appointment Coordination Experts (“ACEs”) to ensure proper protocols are being followed. Monitor and manage outbound lists to ensure daily productivity. Take initiative to create/suggest process that can help the floor function efficiently.
• Oversee QA procedures effectively: Evaluate calls to ensure call quality. Provide one on one coaching using evaluations. Ensure ACEs are using proper procedures in a timely fashion.
• Establish effective communication: Maintain open communication with team and regular Team meetings. Assist the team with any questions to set them up for success.
• NCC Career Development tasks: Conduct monthly reviews with ACEs to complete performance reviews and coaching to ensure maximum quality and production. Depending on the performance, provide the ACE’s with a Performance Improvement Plan (“PIP”) and ensure proper steps are taken.

YOUR GOAL:

• Meet or exceed call quality expectations
• Annual Employee Turnover
• Effectively trains team members on NCC procedures and guidelines 

YOUR QUALIFICATIONS:

•  Minimum two years call center experience
•  Proficient with Microsoft Office Suite or related software

YOUR SKILLS

• Strong desire and motivation
• Strong learning agility
• Positive teamwork and collaboration skills
• Effective communication and interpersonal skills
• Efficient in planning, organizing and time management
• Proficient research and analysis skills
• Takes initiative and remains adaptable
• Demonstrate technical proficiency