Employment Type : Full-Time
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 Minimum Requirements: - Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree Job Type: Full-time Pay: From $19.00 per hour Benefits: Schedule: Supplemental Pay: COVID-19 considerations: Experience: Benefit Conditions: Work Remotely:
- 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 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
Working from home until at least July 1, 2021