Job Description
CHASE Professionals is currently seeking a 2nd shift Call Center Supervisor in the Atlanta area. MUST BE AVAILABLE TO WORK ON THE WEEKENDS! MONDAY - SUNDAY 2:00 PM - 11:00 PM. This is a contract position.
POSITION SUMMARY:
Under the direct supervision of the Experience Center Manager, who monitors the employees, their assignments and performance, the Experience Center Supervisor is responsible for supervising the daily operations of the Customer Service /Support Center department including all workflows, turnaround times, production levels and staffing by cultivating an environment of collaboration and independence; encouraging and empowering employees to deliver world class customer service. Additionally, the supervisor will provide daily feedback to the staff in regards to quality, adherence, productivity goals, provide effective coaching, and implement changes to the process with the goal of improving efficiencies and effectiveness within the group.
ROLE AND RESPONSIBILITIES:
- Lead, and manage a team of analysts of 15+ members
- Mentor, coach, train and motivate staff
- Monitor and evaluate staff performance and administer staff evaluations
- Hire and mentor new talent to build a high performing team
- Drive departmental initiatives and system enhancements to promote productivity and high-quality customer service
- Partner with Experience Center Manager on forecasting
- Daily, weekly, monthly reporting
- Collaborate with cross functional departments/teams to align procedures
- Create and maintain well documented internal training materials relating to, but not limited to, inbound and outbound call handling processes, manuals and scripts
- Meet or exceed call quotas and other key performance metrics, both personally and as a team
- Help implement, design and manage engagement campaigns as needed
- Assist with the improvement of department workflows and effectiveness; bring forward improvements and ideas
- Resolve escalated client/member/staff concerns respectfully and professionally
- Keep leadership aware of system failures
- Ensure compliance with policies, procedures and practices
- Other duties as assigned
QUALIFICATIONS AND COMPETENCIES:
- Bachelor’s degree or equivalent applicable experience
- Minimum of 5 years of supervisory experience
- Minimum of 5 years call center experience
- Knowledge of conflict resolution
- Strong analytical skills; ability to transform data into valuable information
- Strong mentoring skills
- Ability to work independently, establish priorities and adjust them as the circumstance dictates
- Ability to maintain confidentiality of patient and related business matters
- Knowledge and experience of Zendesk/Salesforce Help Desk
- Experience with appointment setting
- Experience working with CRM
- Highly adaptable, works well in dynamic environment, comfortable with change
- Ability to learn and navigate new software quickly
- Comfortable with working in different software platforms
- Proficient in Microsoft Office (Word and Excel)
Company Description
We partner with talented job seekers to fill job openings for companies large and small. Our recruiters get to know you, your expertise, and your professional goals to match you with the right opening. We partner closely with our clients to learn about your company and its culture to successfully identify the best candidate for your company.
For over 40 years we have helped thousands of people achieve their goals. Whether you are seeking a new opportunity or looking for outstanding candidates, you’re starting at the right place with CHASE.