Supervisor - Call Center (richmond)

Supervisor - Call Center (richmond)

26 May 2024
Virginia, Richmond 00000 Richmond USA

Supervisor - Call Center (richmond)

Vacancy expired!

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

Essential Duties and Responsibilities:

Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

Interview and recommend hiring and promotion of contact center staff, through partnering with Human Capital

Develop work schedules and assign duties to direct report personnel to ensure efficiency

Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Capital

Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Capital on resolving problems

Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks

Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis

Participate in meetings and recommend changes to policies and procedures

Assume leadership responsibility for departmental tasks and contact center activities as required

Support and enforce contact center expectations

Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work

Assist direct reports with escalated issues or cases as needed

Perform other duties as assigned by leadership

Minimum Requirements:

Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree

Minimum of two (2) years of experience in a call center environment required

Ability to manage a high level of confidentiality

Proficient in Microsoft office suite

Excellent organizational, written, and verbal communication skills

Ability to perform comfortably in a fast-paced, deadline-oriented work environment

Ability to work as a team member, as well as independently

Must be able to remain in a stationary position for an extended period of time

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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