Call Outsourcing Supervisor
About The Position
The Supervisor shall supervise and direct a team of Call Outsourcing Center representatives for the property tax relief and any other calls that may be assigned by Taxation. This includes planning, training, motivating, evaluating, analyzing and directing a team. The Call Outsourcing Center Supervisor must have excellent communication and problem-solving skills. The Supervisor shall ensure that all information provided to the public is accurate and adheres to Taxation’s guidelines. They must report all issues immediately to the Senior Manager/Project Manager and State Liaisons. The Supervisor must make recommendations concerning hiring, firing, advancement, promotion, or other changes of status for supervised employees.
Requirements
- Bachelor’s degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
- Ability to work effectively in a fast paced and dynamic environment.
- Strong organizational and time management skills.
- Successfully pass pre-employment (post offer) background check.
Responsibilities
- Strong leadership and coaching skills to develop high-performing teams.
- Expertise in handling high-risk transactions and ensuring regulatory compliance.
- Excellent communication skills and solution-oriented mindset.
- Handling incoming and outgoing calls with patience, tact and courtesy.
- Attend training and meetings to maintain current client information of regulations, policies, and procedures.
- Escalate call to management when necessary and appropriate.
- Adhere to client-specific policies including, but not limited to, confidentiality and privacy.
- Track call -related information for auditing and reporting purposes.
- Provide feedback on issues related to downtime and/or training issues.
- Contribute positively to a work environment that is flexible, adaptable, and team based.
- Be respectful and courteous while working in a fast-paced work environment.
- Maintain a positive attitude about workloads and expectations.
- Prioritize workloads to ensure timeliness and quality standards are met.
- Responsible for review and approval of representative timecards.
Benefits
- 11 Paid Holidays
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Paid training
- Referral program
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
