Norco is currently seeking an individual to fill our Central Support Call Center Supervisor position. The Call Center Supervisor is part of the central support team and is responsible for supervising the inbound phone team. This position will develop, implement, and assess day to day operation of the team in order to meet and exceed all aspects of customer needs according to policies and procedures. Other responsibilities include, but are not limited to:Motivates employees to reach department goals and objectivesUnderstands, develops, implements, and enforces Call Center KPIsResponsible for verifying adequate staffing is assigned each business dayMaintains excellent working knowledge of company policies and proceduresMonitor, coach, and provide employee feedback to meet performance requirements, including quality, productivity, attendance, compliance, and related disciplinary issuesCommunicates and resolves escalated callsDetermine whether agents are using proper procedures efficiently and effectively to provide excellent customer service and branch supportPlans, implements, and documents staff meetings and education programsImproves quality results by recommending changes to managementUpdates job knowledge by participating in educational opportunitiesEvaluates, documents, and rectifies all safety hazards in and around the office along with practicing safety every dayCommunicates any company policy and procedure changes to direct reportsProcess all employee paperwork in a timely mannerCommunicate with customers in a professional and enthusiastic wayPerform other tasks as assigned or neededFollow safe work procedures and ensure adherence to practice of safety daily
