Alivi is Hiring a Call Center Supervisor Hybrid Miami Florida Near Miami, FL
SUMMARYAlivi is searching for a dedicated, supportive Contact Center Supervisor who can coach & motivate Customer Service Representatives (CSR) as they field calls from clients. The Contact Center Supervisor will hire employees & assist in the training process, ensuring that every CSR is properly prepared and empowered to service their calls. They will continue to support CSR’s after training by monitoring their progress, ensuring they understand & meet expectations. In addition, they will answer questions, provide ongoing coaching and inspiration. The supervisor will also serve as a mentor to the center Lead Agents. The Contact Center Supervisor should be analytical, supportive, & prepared to act as a resource to CSR’s & department Leads. To succeed as a Contact Center Supervisor, the candidate should be focused on helping the center team build necessary skills & knowledge to better support our callers. As a Supervisor for Alivi Transportation, the candidate will be expected to:DUTIES & RESPONSIBILITIES
Organizes, directs, and monitors daily activities of customer service representatives
Distributes workload to customer service team, monitors, and reviews performance
Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
Screen, interview & make hiring decisions regarding CSR candidates
Facilitate coaching & training that will empower staff to respond to customer inquiries, complaints & troubleshoot caller issues
Ensure staff understand & comply with all Contact Center objectives, comply with HIPAA,
CMS regulations and department policies
Answer staff questions regarding best practices or difficult calls.
Collaborate with the Operations Manager on operational issues & implement solutions
Monitor & evaluate center performance; provide direction & guidance as needed to ensure optimal performance & support of business initiatives
Prepare reports & analyze data to assist Alivi management attain established SLA’s
Work with Center Lead Agents & management to support CSR’s & maximize customer satisfaction
Create Standard Operating Procedures and required training documentation to support center initiatives
Spend time on the center floor directly monitoring performance, schedule adherence and quality assurance objectives
Identify areas for development; establish and implement best practices
Ensure performance reviews are completed and are conducted in a timely fashion
Ensure employees maintain schedule adherence during the business day
Provide center support and service escalation requirements of the staff
Requirements & Qualifications
Bachelor’s Degree or minimum 5-years’ experience in a management or supervisory role within a high-volume call center environment
Strong leadership, organizational, project management and problem-solving skills
Experience in creating training materials and conducting training sessions
Outstanding communication, interpersonal and relationship building skills, with a high degree of responsiveness and integrity
Good judgement with the ability to make timely and sound decisions
Creative, flexible, and innovative team player
Must be flexible to working late shift & weekends if needed
Excellent communication skills; both verbal and written
Ability to work in fast paced dynamic environment
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Training experience is preferred
Bilingual: Candidate must be able to read and write in Spanish or Creole