JOB SUMMARY

A dedicated Contact Center Supervisor who can coach & motivate Customer Service Representatives (CSR) as they field calls from clients. The Contact Center Supervisor will hire employees & assist in the training process, ensuring that every CSR is properly prepared and empowered to service their calls. They will continue to support CSRs after training by monitoring their progress, ensuring they understand & meet expectations. In addition, they will answer questions, provide ongoing coaching and inspiration. The supervisor will also serve as a mentor to the contact center Lead Agents. The Contact Center Supervisor should be analytical, supportive, & prepared to act as a resource to CSRs & department Leads.

DUTIES & RESPONSIBILITIES

• Organizes, directs, and monitors daily activities of customer service representatives.
• Distributes workload to customer service team; monitors and reviews performance.
• Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.
• Screen, interview & make hiring decisions regarding CSR candidates
• Facilitate coaching & training that will empower staff to respond to customer inquiries, complaints & troubleshoot caller issues.
• Ensure staff understand & comply with all Contact Center objectives, comply with HIPAA, CMS regulations and department policies.
• Answer staff questions regarding best practices or difficult calls.
• Collaborate with the Operations Manager on operational issues & implement solutions.
• Monitor & evaluate center performance; provide direction & guidance as needed to ensure optimal performance & support of business initiatives.
• Prepare reports & analyze data to assist Alivi management attain established SLA’s.
• Work with Center Lead Agents & management to support CSR’s & maximize customer satisfaction.
• Create Standard Operating Procedures and required training documentation to support center initiatives.
• Spend time on the center floor directly monitoring performance, schedule adherence and quality assurance objectives
• Identifies areas of development; establish and implement best practices.
• Ensure performance reviews are completed and are conducted in a timely fashion.
• Ensure employees maintain schedule adherence during the business day.
• Provide center support and service escalation requirements of the staff.

REQUIREMENTS & QUALIFICATIONS

• Bachelor’s Degree or minimum 5-years’ experience in a management or supervisory role within a high-volume call center environment.
• Strong leadership, organizational, project management and problem-solving skills.
• Experience in creating training materials and conducting training sessions.
• Outstanding communication, interpersonal and relationship building skills, with a high degree of responsiveness and integrity.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Must be flexible to working late shift & weekends if needed.
• Excellent communication skills; both verbal and written.
• Ability to work in fast paced dynamic environment.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Training experience is preferred.
• Fully Bilingual (English/Spanish)