Call Center Supervisor
Employment Type : Full-Time
SUMMARY: Supervises and coordinates activities and operations of a call center department and staff.
DUTIES AND RESPONSIBILITIES:
- Organizes, directs, and monitors daily activities of customer service representatives / schedulers / data-entry clerks (staff).
- Distributes workload to call center staff; monitors and reviews performance.
- Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.
- Monitors and analyzes productivity of call center staff; generates reports based on analysis.
- Maintains and improves call center operations by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Produces daily reports for upper management to update on daily, weekly and monthly tasks accomplished and planned.
- In collaboration with upper management, meets call center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.
- Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
- Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.
- Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
- Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
- Serves as backup for Call Center Manager; cover Call Center Manager responsibilities during PTO's and absences.
- Responds to calls from after-hours staff to address concerns requiring urgent attention
- Demonstrate exemplary discipline and work ethic for fellow employees and subordinates
- Perform duties of sub-divisions as needed, acting as a flex team member between Scheduling, Data-Entry, Confirmations, On-Demand / Pre-Scheduled Language Services to provide additional support
- After-hours coverage: know who can cover these shifts; if supervisor/manager can't find a replacement, it's their job to cover that shift themselves to assure uninterrupted 24/7/365 services coverage; inform Call Center Manager of any staff changes immediately.
- Accomplishes call center human resource objectives by participating with HR manager in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures; staff shifts schedule and capacity planning for 24/7/365 call center; monitors staffs' attendance and punctuality.
- Handles escalated incidents with interpreters and/or customers regarding employee performance.
- Participates in meetings as a subject matter expert, as needed.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
- Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
- Assume responsibility of budgeting and tracking expenses
- Ensures that safety policies are followed; acts as Floor Safety Warden in compliance with building requirements.
- Other special projects and assignments, as required.
SUPERVISORY RESPONSIBILITIES:
- Directly supervises call center department employees within.
- Indirectly supervises accounts support & quality assurance departments employees.
- Carries out supervisory responsibilities for taking lead line, customer service, scheduling, OPI, VRI, and order entry overflow calls during peak situations as needed.
- Carries out supervisory responsibilities in accordance with the ULS's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; maintaining and enforcing company/department policies, procedures, and manuals.
QUALIFICATIONS:
- Bachelor's degree (B. A.) or equivalent, two to four years related experience, or
equivalent combination of education and experience.
- Basic competence in duties and tasks of supervised employees.
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Excellent customer service and interpersonal skills.
- Demonstrated ability to supervise and motivate subordinates.
- Good judgement with the ability to make timely and sound decisions
- Creative, flexible, and innovative team player
- Commitment to excellence and high standards.
- Excellent written and verbal communication skills.
- Versatility, flexibility, and a willingness to work within constantly changing
priorities with enthusiasm.
- Proficient on Microsoft 365 Office
COMPETENCIES:
- Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Leadership-Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
- Managing People-Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
- Quality Management-Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Motivation-Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Planning/Organizing-Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Continually required to stand
- Continually required to walk
- Continually required to sit
- Continually required to utilize hand and finger dexterity
- Occasionally required to climb, balance, bend, stoop, kneel or crawl
- Continually required to talk or hear
- Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
- Occasionally required to lift/push/carry items less than 25 pounds