Call Center Supervisor
The Call Center Supervisor will manage the call center staff and assist with our daily operations, as well as, meeting SLA's on a daily basis.
This position is to supervise up to current 20+ call center agents.
Manage the Customer Service function in accordance with established contractual, audit, and internal requirements to include ensuring appropriate staffing levels of permanent and temporary staff members
Develop and meet departmental call processing, training and quality objectives
Attract, develop, mentor and retain a high-quality team
Ensure monthly and yearly employee performance reviews are delivered timely
Ensure CS Supervisors work with Call Quality staff to address ongoing/daily staff performance and coaching needs
Develop and manage an approved Customer Service budget
Following guidance from Executive Director, or other member of executive management, interaction with Board staff may be required to resolve escalated customer issues.
Interact with Exec. Management, Sr. management, peers and support functions to resolve issues in a timely land efficient manner
Assist in strategic planning and analysis to set future goals directly supporting the Florida Program
Special Projects as assigned
Working hours: 8:00 AM - 8:00 PM
Ability to Multitask
Excellent organizational skills
Strong Written and Oral communication
Proficient in budgeting, leadership
In-depth experience managing chat queues
Workforce Management and Customer Surveys
Previous Inbound/ Outbound Call Center experience - minimum of 5 years
Previous tenure in a supervisory / leadership role/position in an Inbound/Outbound Call Center Supervisor - minimum of 3 years
IF YOU MEET THE MINIMUM AND PREFERRED REQUIREMENTS, YOU ARE ENCOURAGED TO CALL OUR OFFICE TO FURTHER DISCUSS THE OPENING. Also feel free to email your resume to firstname.lastname@example.org
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