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.