Call Center Supervisor
Conduent•East Hartford, CT
•Onsite
About The Position
Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the supervision of Call Center Staff. This person will work in collaboration with Operations Management, the Trainers, and Quality Assurance to ensure staff are meeting contract requirements as they relate to call handling, customer service, and accuracy. Qualified candidates will bring forward innovative strategies for continuous operational improvements that result in increased staff productivity, accuracy, and efficiency.
Requirements
- Hold a college degree.
- Have a minimum 2 years call center experience in a supervisory/leadership role.
- Exhibit proficiency with Microsoft Suite (Word, Excel, Outlook).
Responsibilities
- Maintaining accountability and responsibility for ensuring unit performance meets service level agreements specified in the contract with the Client.
- Monitoring staff performance on a daily basis to ensure that all contract requirements and corporate standards are met.
- Monitoring performance and making recommendations to Operations Manager for operational adjustments.
- Writing and developing policies and procedures when needed.
- Serving as a Call Center SME (Service Matter Expert).
- Evaluating progress toward individual performance objectives and coaching staff on job expectations.
- Providing staff with timely feedback on performance deficiencies, including coaching and formal disciplinary actions.
- Independently taking initiative to address deficient areas of staff performance. This includes but is not limited to Productivity, Quality and Attendance.
- Effectively listening and communicating clearly and precisely to internal clients as well as external clients.
- Consistently meeting customer’s needs.
- Acting as a liaison with Client and other Business partners to identify and resolve issues and barriers within the process.
- Assisting with recruitment and training.
- Ensuring that time sheets are accurately submitted and approved timely to payroll for processing.
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
