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Supervisor - Call Center

TDB

Supervisor - Call Center

Kansas City, MO +1 location
Full Time
Paid
  • Responsibilities

    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 Resources

    • 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 Resources

    • Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources 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

    • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

     

     

    Required Skills Required Experience

  • Locations
    Kansas City, MO • Pharr, TX