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Call Center Supervisor (Denton, TX)

Tidal Basin
Denton, TX
  • Expired: October 05, 2022. Applications are no longer accepted.
Position Summary: The role of the Call Center Supervisor is to oversee a Hurricane-related Program's Call Center vendor and all Call Center operations. The Supervisor will be Tidal Basin's lead point of contact between the Call Center Vendor as well as liaise between client and subcontractor to communicate program requirements and ensure all facets of the call center are meeting expectations and operating smoothly.

Duties/Responsibilities:

Basic Duties Include:
  • Quickly gain an in depth understanding of the Hurricane program's mission, eligibility requirements, policies, and processes to guide call center staff in fielding questions regarding all aspects of the program.
  • Providing direction to call center vendor for IT setup including IVR and agent call software and record keeping
  • Create call center scripts and observe agent and Supervisor training to ensure staff has information on the program needed to properly handle a wide variety of calls
  • Meeting with call center staff daily to ensure calls are answered by staff within agreed time scales and in an appropriate manner
  • Monitor call center vendor budget closely to make sure no program overruns
  • Randomly monitoring calls to ensure that standards are high
  • Partner with vendor to create appropriate reports for client regarding call volumes, answering times, call length, and call reasons
  • Ensuring that all staff is kept informed of new working practices, program policies, and technological changes
  • Participate in client touchpoints and appropriately field questions on call center operations
  • Monitor and provide feedback to call center vendor on performance
  • Partner with call center vendor to create clear call escalation protocols, Standard Operating Procedures (SOPs) and training
  • Create standardized responses for complex customer complaints or enquiries to be provided to agents for training
  • Ability to manage and schedule a growing team to meet daily production requirements
  • Monitoring employee productivity and providing constructive feedback and coaching
  • Organizing workflow and ensuring that employees understand their duties or delegated tasks
  • Prepare and submit daily reporting to upper management
  • Ensure staff adherence to legal and company policies and procedures
  • Perform other duties as assigned


Required Skills and Competencies:
  • Excellent organizational skills and attention to detail
  • Strong interpersonal, analytical and problem-solving skills
  • In depth understanding in call center operations including technologies and data management
  • Demonstrated Project Management expertise
  • Ability to manage project budgets and create meaningful projections for strategic decision making
  • Ability to manage client expectations, subcontractor relationships, and overall contract with client to ensure success of project(s).
  • Ability to communicate effectively, verbally and in writing
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to work independently and pro-actively identify key steps to complete requested client outcomes
  • Excellent client relations and an understanding of Hurricane Sheltering programs

Required Education and Experience:
  • 3+ years in experience working in a Call Center Supervisory role managing a team of 10 or more
  • Prior experience translating program policies into clear call center scripts
  • Experience building and analyzing call center reports and data
  • Demonstrated experience managing budgets and contracts
  • Experience liaising between call center operations staff and clients to meet goals and objectives

Desired Education and Experience:
  • Experience with applicant-based federally funded grant programs
  • Experiences with federally funded housing programs


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.

Tidal Basin

Address

Denton, TX
76201 USA

Industry

Business

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