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Call Center Supervisor

Southeastrans
Henrico, VA
  • Expired: January 01, 2021. Applications are no longer accepted.

TITLE:                  CALL CENTER SUPERVISOR

REPORTS TO:       CALL CENTER MANAGER

FLSA STATUS:      Exempt    

               

SUMMARY:  Supervise staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives.

 

ESSENTIAL FUNCTIONS

  • Ensures adherence to Call Center Policies and Procedures.
  • Ensure calls are handled efficiently, accurately, and in a timely manner. 
  • Assists staff in resolving complaints or escalated calls.
  • Coach and mentor staff to achieve optimum performance levels.
  • Monitor personnel performance and participate in employee performance reviews.
  • Responsible for staff scheduling to include: employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations.
  • Work with Call Center Manager to analyze call center volume.  Make recommendations to staffing levels in order to meet Grade of Service goals.
  • Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals.
  • Complete human resource paperwork.
  • Other duties as assigned.

 QUALIFICATIONS REQUIRED

  • Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.
  • Ability to work well with people. Strong leadership skills
  • Exceptional organization and time management skills.
  • Positive attitude, good judgment, and strong work ethic.
  • Demonstrate excellent interpersonal communication skills.
  • Strong computer skills.  Proficiency and speed working in all Microsoft Office products.
  • Strong organizational skills, including time management and documentation.
  • Knowledge of telephone call center systems.

MINIMUM REQUIRED EDUCATION/TRAINING

  • High school diploma or equivalent

Southeastrans

Address

Henrico, VA
23294 USA

Industry

Business

View all jobs at Southeastrans