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Call Center Supervisor

Kennedy Services Baltimore, MD

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 

IMMEDIATE career opportunity for a customer service expert to manage a department of a major call center facility in Baltimore City. The Call Center Supervisor is responsible for the day to day and long-term operations and production levels of the assigned department. This position will be responsible for building and developing a strong team of customer service representatives. 

 

Responsibilities:

  • Trains, develops, and motivates the department staff on strategies and techniques, applicable laws and regulations, and company policies and procedures.
  • Sets individual and group goals in accordance with Company objectives.
  • Using various reports and statistics, regularly monitors and evaluates individual and group performance toward achievement of goals; makes adjustments in goal attainment strategies.
  • Takes appropriate disciplinary action as necessary.
  • Analyzes and resolves work problems.
  • Performs personnel actions such as hiring, promotions, transfers, merit increases, and performance appraisals.
  • Works the account review file daily.
  • Analyzes past and present call patterns and volumes to determine future staffing levels. Works with Director of Quality Assurance to recruit needed staff.
  • Acts as a backup, when needed, to customer service representatives to assist when call volume dictates.
  • Throughout the day, monitors call volume in each queue to determine if any adjustments in staffing are needed.
  • On a timely basis, proactively communicates with assigned client staff to ensure the best possible business relationship with client.

 

Requirements:

  • Associate or bachelor degree desirable.
  • Supervisory experience in customer service and/or call center environment is required.
  • One year of management/supervisory experience is required.
Company Description
Founded in 1978, Kennedy Services is one of Maryland’s oldest independent, woman-owned staffing services. Over 40 years later we are committed to our original mission to empower clients, talent and community through our service. It is this drive to improve the lives of those with whom we work that serves as our vision.

Our people are the greatest contributor to our success and we attribute our growth to the quality and dedication of our employees. Simply put, we built our business one outstanding employee at a time and we work tirelessly to do the same for our clients. Over 40 years’ industry experience has enabled us to refine our recruiting and staffing processes to place the best candidates in our clients’ most difficult positions. Over the years we have staffed (temp, temp-to-perm, and direct hire) employees of varied skill sets and professions, regularly demonstrating the flexibility necessary to meet the unique needs of each client. Today we serve employers in both the public and private sectors by sourcing and placing talent that facilitates their growth.

As a woman-owned minority business headquartered within Baltimore’s Empowerment Zone, Kennedy Services is certified as a Minority Business Enterprise with the States of Maryland and Virginia, and the City of Baltimore. This status provides increased government contracting opportunities for our client partners, making us an ideal teaming partner for any company bidding government jobs requiring minority participation.

Regardless of whether you are seeking employment opportunities or talent acquisition resources, Kennedy’s expertise and experience provide the strategic advantage to get you to your next level.

Kennedy Services

Why Work Here?
Access to positions that are often not otherwise advertised and the ability to get our candidates’ resumes in front of hiring managers

Founded in 1978, Kennedy Services is one of Maryland’s oldest independent, woman-owned staffing services. Over 40 years later we are committed to our original mission to empower clients, talent and community through our service. It is this drive to improve the lives of those with whom we work that serves as our vision. Our people are the greatest contributor to our success and we attribute our growth to the quality and dedication of our employees. Simply put, we built our business one outstanding employee at a time and we work tirelessly to do the same for our clients. Over 40 years’ industry experience has enabled us to refine our recruiting and staffing processes to place the best candidates in our clients’ most difficult positions. Over the years we have staffed (temp, temp-to-perm, and direct hire) employees of varied skill sets and professions, regularly demonstrating the flexibility necessary to meet the unique needs of each client. Today we serve employers in both the public and private sectors by sourcing and placing talent that facilitates their growth. As a woman-owned minority business headquartered within Baltimore’s Empowerment Zone, Kennedy Services is certified as a Minority Business Enterprise with the States of Maryland and Virginia, and the City of Baltimore. This status provides increased government contracting opportunities for our client partners, making us an ideal teaming partner for any company bidding government jobs requiring minority participation. Regardless of whether you are seeking employment opportunities or talent acquisition resources, Kennedy’s expertise and experience provide the strategic advantage to get you to your next level.

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Baltimore, MD
USA

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Business

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