Contact Center Supervisor

Delta Dental of Arkansas • Sherwood, AR

8d

About The Position

Supervisor, Contact Center Job Summary: To supervise the Customer Service team while monitoring, coaching, and supporting staff development of daily processes. Primary Job Responsibilities: Interviews, hires, evaluates, manages, and develops staff in order to ensure accountability for achievement of departmental goals and objectives. Ensures staff performance, quality, productivity and attendance standards are met. Track and communicate statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures. Monitor, coach, help develop and support incentive programs to motivate staff toward achieving results; supports staff development. Provides leadership and direction while maintaining team morale. Encourages continuous improvement; involves others in planned process improvement efforts and measures. Studies and standardizes procedures to improve efficiency of subordinates. Maintains attendance records, processes employee paperwork and submits payroll information as required in an accurate and timely fashion. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Answers inquiries by clarifying desired information; researching, locating, and providing information. Responsible for monthly quality checks, one on ones, and annual performance reviews for each reporting agent. Assist during training process and supervise personnel to assure efficient workflow of the department(s). Evaluate performance. If necessary, monitor progressive discipline and recommend termination. Review and resolve escalations if team member is unable to resolve a customer questions or complaints. Maintain a multitude of different reporting functions including, daily, monthly, quarterly and yearly reports. Monitors and analyzes telephone statistics and forecasts; adjusts staffing schedules to match call volumes with direction from the team. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Requirements

• Will accept any suitable combination of education, training or experience.
• Position requires a high school diploma, or equivalent, three years’ call center experience and two years’ management experience.
• Candidate must possess strong verbal and written communication skills.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Candidate should have previous experience in handling escalated calls and responding to customer complaints.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Must be available to work a flexible schedule (7am-7pm CST)
• Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
• Strong coaching and leadership skills, ability to motivate employees.
• Employees are to adhere to department and corporate policies and procedures, serve internal and external customers and support the goal of other departments and the company.

Responsibilities

• Interviews, hires, evaluates, manages, and develops staff in order to ensure accountability for achievement of departmental goals and objectives.
• Ensures staff performance, quality, productivity and attendance standards are met.
• Track and communicate statistics as appropriate.
• Follows up by monitoring progress and results and taking appropriate counter measures.
• Monitor, coach, help develop and support incentive programs to motivate staff toward achieving results; supports staff development.
• Provides leadership and direction while maintaining team morale.
• Encourages continuous improvement; involves others in planned process improvement efforts and measures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains attendance records, processes employee paperwork and submits payroll information as required in an accurate and timely fashion.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Responsible for monthly quality checks, one on ones, and annual performance reviews for each reporting agent.
• Assist during training process and supervise personnel to assure efficient workflow of the department(s).
• Evaluate performance.
• If necessary, monitor progressive discipline and recommend termination.
• Review and resolve escalations if team member is unable to resolve a customer questions or complaints.
• Maintain a multitude of different reporting functions including, daily, monthly, quarterly and yearly reports.
• Monitors and analyzes telephone statistics and forecasts; adjusts staffing schedules to match call volumes with direction from the team.
• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED