Temp to Perm Call Center Supervisor

SUMMARY:   Supervise staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives. 

ESSENTIAL FUNCTIONS

• Ensures adherence to Call Center Policies and Procedures. 
• Ensure calls are handled efficiently, accurately, and in a timely manner. 
• Assists staff in resolving complaints or escalated calls. 
• Coach and mentor staff to achieve optimum performance levels. 
• Monitor personnel performance and participate in employee performance reviews. 
• Responsible for staff scheduling to include: employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. 
• Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels in order to meet Grade of Service goals. 
• Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals. 
• Complete human resource paperwork. 
• Other duties as assigned. 

REQUIRED SKILLS AND ABILITIES

• Ability to work well with people. Strong leadership skills. 
• Exceptional organization and time management skills. 
• Positive attitude, good judgment, and strong work ethic. 
• Demonstrate excellent interpersonal communication skills. 
• Strong computer skills. Proficiency and speed working in all Microsoft Office products. 
• Strong organizational skills, including time management and documentation. 
• Knowledge of telephone call center systems. 

QUALIFICATION

• Associate’s Degree from an accredited college or university and/or commensurate experience in the areas of call center supervisory position.
• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).

• Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.