Call Center Supervisor

CoverPoint Partners • Schaumburg, IL

106d • Remote

About The Position

This is a 100% remote, work-from-home position for an employee-focused company that makes a difference in customer's lives. The role requires weekend and evening availability and candidates must have access to a reliable internet connection. The company provides a competitive benefits package, advancement opportunities, and diverse experience across various lines of business. The Call Center Supervisor is responsible for overseeing the daily operations of assigned clients and/or business segments, developing associates, monitoring productivity, creating improvement plans, and maintaining quality customer service.

Requirements

• At least one year of management experience in a related field
• Strong knowledge of Microsoft applications including MS Word, Excel, PowerPoint, and Outlook

Nice To Haves

• Bachelor’s degree preferred or equivalent work experience
• Expert knowledge of all laws and regulations governing the industry highly preferred

Responsibilities

• Manage a team of Associates to include selection, work allocation, training, coaching and mentoring, problem resolution, performance evaluations, and corrective actions
• Manage daily operations of assigned clients and/or business segments
• Ensure that teams attain their monthly production goals
• Monitor, audit, and report key performance indicators (KPIs) and performance goals of subordinate staff to Senior Management
• Assist with the interviewing and selection of prospective candidates
• Mentor team members with regard to their quality of work and call/queue management
• Provide team members with constructive feedback on a regular basis; conduct 90-day and annual performance reviews
• Perform switch/complaint calls as needed
• Conduct operational training of new hires
• Achieve all Client Service Level Agreements of assigned clients and/or business segments
• Ensure teams strive to maintain compliance with all federal and state laws
• Maintain expert knowledge of Statement of Work standards and all laws and regulations governing the industry

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid Time Off
• Company provided equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree