Contac Center Supervisor

Description

Summary

We are looking for a Customer Service Supervisor for our Client Central teams. This role will lead and supervise the Contact Center Team in successfully handling communications from consumers and workloads. Manages and directs customer service representatives in accordance with the organization's policies and applicable laws

Essential Duties and Responsibilities: 

The below-listed functions are not all inclusive but are an accurate description of this position. The ideal candidate must have the ability to perform these functions with adequate training, but also understand the functions and how they Contact Center goals and initiatives.

• Supervise customer service staff, conduct training, attendance tracking and performance grading
• Provide coaching and developmental feedback to staff regarding training, attendance, performance & quality
• Monitor hourly phone performance – adjust staffing as necessary.
• Coordinate resources for handling incoming consumer/client communications via email, mail, and fax
• Handle escalated calls, assist representatives on difficult/complex calls.
• Process or coordinate resources to process disputes and bankruptcy notifications.
• Review QA monitoring scorecards – follow with 1-1 coaching.
• Supervise group projects/special requests.
• Hold monthly 1-1 meetings and ad-hoc group meetings.
• Update /Maintain department procedures, client support documents.
• Be available to support all levels of contact center as needed.

Qualification/Requirements:

Requirements

• Possess effective verbal and written communication skills
• Ability to motivate front-line employees to achieve their potential and to meet or exceed department goals
• Experience with collaborative supervision of teams and workloads of multi-location offices
• Highly motivated and capable of leadership by example
• Position may require more than 40 hours per week during cyclical nature of billing seasons and special service projects.

Benefits