Contact Center Supervisor

Chicago Lighthouse for People Who Are Blind or Visually Impaired•Chicago, IL

4d•$48,000 - $50,000•Hybrid

About The Position

The Contact Center Supervisor is responsible for direct oversight of a team of contact center agents in a world class, high performance contact center environment centered that focuses on customer satisfaction and retention, providing exceptional quality and value, and financial health of the organization. Supervisors will provide ongoing monitoring of call handling and engage in regular feedback to agents about opportunities for improved customer service. This position oversees day-to-day contact center operations, including but not limited to training and developing staff, ensuring workflows are followed consistently and meet established standards, provide corrective action when necessary and as well as implement policies and procedures.

Requirements

Two years’ experience working in a contact center
Ability to effectively work within established contractual turnaround times
Detail oriented, as well as ability to manage multiple tasks with follow-up skills
Advanced proficiency with MS Office applications
Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment
Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks
Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential

Nice To Haves

Associate's degree from an accredited institution in business management or related field preferred
Two years of Health Care experience preferred

Responsibilities

Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released
Maintain up-to-date knowledge of Evolent/County Care regulations and policies as they apply
Train, develop or identify representatives’ training and resource needs
Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead’s team
Use specialized knowledge of guidelines and regulations to provide guidance and advice to agents and customers
Ensure department and related organization activities are in compliance with policies
Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced
Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance
Participate in interviews to identify quality candidates
Maintains high outbound call volumes, daily reporting of any issues, and supervises contact center agents
Manages staff performance, identifying training needs and training sessions
Prepare and manage work schedules for contact center agents, monitor attendance, schedule breaks and shifts as necessary
Responsible for following up and resolving customer complaints
Direct oversight of contact center agents and their responsibilities includes but is not limited to: Randomly listen in on calls, Establish communication with agent, Resource for questions, issues, or concerns, Inform manager of performance issues or needs, Assist with agent training, Assist with assistive technology needs and issues, Initial performance review of agents and applicable documentation, Research inquiries and correct mistakes, Approve time off requests and payroll, Provide disciplinary action as needed, Any other duties deemed necessary by manager
Performs other duties as assigned by manager.