Call Center Working Supervisor

Call Center Working Supervisor - Onsite Only

Location:  Onsite – Northport, NY

Magellan Solutions USA is a veteran-owned Call Center and BPO company with a track record of performance. To meet future contractual needs, Magellan is actively recruiting for a full-time Call Center Supervisor opportunity for a Federal client. This position will supervise a 24/7 call center with a team of at least 5-10 employees. Note: This working supervisor position requires managing call queues and taking calls as needed.

Advantages of this position include:

• Full benefits including healthcare, 401K and Paid time off.
• A staffing team is available to assist you in hiring new staff as needed
• Multi-year contract

This position is responsible for providing quality and efficient customer service to customers through the daily supervision of a team of 1-10 employees to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, this position is responsible for assisting the Program Manager with development, analyses, staffing, training, scheduling, and reward/recognition/incentive programs. Will primarily supervise CSRs (Customer Service Representatives) / Switchboard Operators. Please note that these terms are used interchangeably.

  Essential Duties and Responsibilities :

• Supervisor is responsible for the daily operation of the call center.
• Establishes work procedures and processes that support company and departmental standards. 
• Designs and implements monthly schedule for all employee shifts.
• Understands call center key metrics and KPIs (Key Performance Indicators).
• Willingness to take calls to maintain KPIs and work CSR shifts if alternative coverage cannot be found.
• Provides daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Promotes positive work environment by establishing rapport and initiating relationships with CSRs and other Magellan personnel and client personnel.
• Monitors and logs employee performance according to contract KPIs and company policy.
• Coach staff regarding performance and project policies and procedures.
• Identify possible performance improvement opportunities and suggest methods to improve operations efficiency.
• Recognize employee problems, and effectively resolve them while fully communicating with upper management. 
• Assists employees who experience work-related problems by providing appropriate coaching, counseling, direction, and resolution.
• Addressing performance deficiencies as soon as possible and process personnel actions including warnings and terminations within required time frames.
• Supervisors communicate call center activities and performance status to Magellan manager via scheduled bi-weekly meetings and other ad-hoc communications as necessary. 
• Meets regularly with client staff and builds rapport at the client facility.
• Conducts annual employee reviews. 
• Review and approval vacation requests and time cards.
• Generates manning requests to hire new employees.
• Onboards new employees.
• Other tasks as assigned.

 Key requirements for this position include:

1. Must be a US Citizen and have a Real ID.
2. One (1) or more years of call center experience.
3. Six or more months of call center supervisory experience.
4. Ability to regularly interface with Magellan and client management
5. Workforce management experience including setting schedules, establishing and maintaining performance requirements, timecard review and submission, and maintaining employee morale and discipline
6. Experience onboarding, training and managing call center service representatives
7. Experience with Key Performance Indicators (KPIs) including Abandonment Rate, Average Time to Answer and Average Handle Time.
8. Experience with Microsoft Office software including Word, Excel, Outlook and Teams.
9. Experience with payroll systems such as ADP is a plus.
10. Experience with Cisco, Nortel or other Call Center software is a plus.
11. Strong written and verbal communication skills.

• We encourage veterans to apply.