Contact Center Supervisor/Tier 2 Customer Care Support

Guidehouse•Granger, TX

About The Position

The Contact Center Supervisor is responsible for overseeing the daily operations of the Contact Center for the Georgia Home Energy Rebates Program) and the management of the Contact Center staff (Agents)inclusive of on-site staff when applicable. A Contact Center Supervisor is an extension of a client’s business office staff. This position is responsible for developing, implementing, managing and meeting or exceeding the Operational goals of our clients and Company. This may include overlapping related business activities. The Contact Center Supervisor will and may work closely with Managing Consultants, Operations Managers to apply new and emerging approaches to our clients’ business processes. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job-related duties as assigned.

Requirements

Requires a university degree and 5 years of prior relevant experience. (9 years relevant experience may be substituted for formal education or advanced degree)
Relevant supervisory experience coming from a grants management program, professional business services or an outsourcing company.
PC skills in a Windows environment.
Knowledge and utilization of desktop applications.
Ability to initiate and follow through on projects and work independently.
Strong written and verbal communication skills.
Ability to review, interpret, and make actionable recommendations based off data and analytics

Nice To Haves

1+ year experience working in a Grants Management or Energy Rebate programs
Bilingual in Spanish or Korean a plus
CRM experience

Responsibilities

Provide daily workload management and supervision for Contact Center Agents
Conduct weekly team meetings to ensure the ongoing understanding of client and company priorities and expectation
Ensure Contact Center Agent and project compliance as well as adherence to company/client standards and communicate issues of non-compliance to Operations Manager
Monitor Contact Center Agent performance to ensure they meet or exceed established productivity goals
Monitor Contact Center Agent phone calls, routinely QC escalation documentation and Agent notes to ensure adherence to project expectations as well as to provide routine feedback and identify opportunities for improvement
Conduct Tier 2 level outreach for issues that require escalation or higher degree of support and take “supervisor” calls when a Contact Center Agent needs assistance with a caller
Monitor Contact Center Agent attendance and punctuality
Provide onboarding and training for new Contact Center Agents
Support on-going professional development and continuous improvement for Contact Center Agents, including development of and updates to program resources and providing individual coaching, feedback, and monthly performance reviews
Conduct disciplinary counseling including performance improvement plans as required
Complete annual evaluation of staff
Review, analyze, and report metrics to understand call volume, call disposition, average handle time, etc. and recommend enhancements to metrics as needed
Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client
Coordinate and conduct interviews of potential new hires and bring recommendations to Operations Manager, as needed
Works with management in developing new policies and procedures
Promote teamwork and a positive work environment
Possible travel

Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program