Skip to Main Content
← Back to Jobs

Call Center Supervisor

The Bettinger Company Philadelphia, PA
  • Expired: over a month ago. Applications are no longer accepted.

POSITION SUMMARY

The Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff.

ESSENTIAL FUNCTIONS

Executes on management routines and disciplines

Leads and manages by observations and coaches in the moment

Conducts and documents coaching, quality monitoring, annual reviews and 1:1’s

Performance manages: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc.

Prepare and facilitate team meetings/training

Answers employee questions and takes escalated calls

Recruits and obtains schedule movements (Extra Hours, Shift/Break Changes, VTO, Extra Hours, etc.)

Assists with candidate screening, interviews, hiring and new employee onboarding

Evaluates employee overall performance

Recognizes employee achievements and champions LogistiCare core values

Champions companywide initiatives (Supporting and embedding changes)

Approves/authorizes payroll accurately and on schedule

Identifies, collaborates and assists in developing process improvements

Must be able to maintain confidentiality of information

POSITION QUALIFICATIONS

Competency Statement(s)

Analytical Skills - Ability to use thinking and reasoning to solve a problem

Communication, Oral - Ability to communicate effectively with others using the spoken word

Communication, Written - Ability to communicate in writing clearly and concisely

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Decision Making - Ability to make critical decisions while following company procedures.

Interpersonal - Ability to get along well with a variety of personalities and individuals.

Management Skills - Ability to organize and direct oneself and effectively supervise others.

Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions

Problem Solving – Ability to find a solution for or to deal proactively with work-related problems

Relationship Building - Ability to effectively build relationships with customers and co-workers

Working Under Pressure - Ability to complete assigned tasks under stressful situations

Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous

Reliability - The trait of being dependable and trustworthy

Education

High School Graduate or General Education Degree (GED)

Bachelor's Degree preferred

Experience

1 year of contact center Supervisory experience is strongly preferred

Transportation, Contact Center and Health Care experience preferred

Skills

Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes

Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner

Must be able to work independently and as a member of a team

Experience dealing with crisis and ability to create processes that best benefit the entire team

Excellent customer service and phone skills

Must possess ability to analyze data and report on center performance

Strong management and organizational skills

Ability to accurately type 35+ corrected words per minute

Proficient in Microsoft Word, Excel and Outlook

Read, write and understand English fluently

Bi-lingual a plus

The Bettinger Company

Why Work Here?

Address

Philadelphia, PA
USA