Contact Center Supervisor

Navajo Tribal Utility Authority•Fort Defiance, AZ

23h

About The Position

The Contact Center Supervisor is responsible for improving staff effectiveness through counseling, training, and performance management. This role oversees personnel, including work allocation, time approval, hiring, training, orientation, and problem resolution. The supervisor develops performance expectations, manages list and program analysis, and creates targeting schemes and scripts for program optimization. Key responsibilities include monitoring team performance to meet call center goals, supporting quality and training initiatives, measuring group and individual productivity, and identifying areas for process improvement. The supervisor also oversees customer inquiries, ensures adequate service, initiates customer contacts regarding utility services, recommends corrective actions, and reviews/revises systems for efficiency. Additionally, the role involves preparing reports, gathering data, performing analysis and forecasting, and maintaining records. Navajo Preference and Veteran Preference are noted, and the institution is an equal opportunity provider and employer.

Requirements

High School Diploma or GED Certificate
Associate's Degree in Administration, Customer Service or Related Field
5 years call center experience
2 years in a supervisory capacity
Knowledge and understanding of call center policies and practices
Valid Driver's License (subject to motor vehicle record review)

Responsibilities

Improves staff effectiveness by counseling, training, measuring goals and recommending corrective action for employees; planning, delegating, monitoring, and appraising job tasks and results in a timely manner.
Oversees the supervision of personnel, which includes work allocation, time approval, hiring, training, orientation, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
Develop measurable performance expectations and quotas for assigned staff according to department goals and objectives.
Manages the overall performance analysis of existing lists and programs.
Develops new lead targeting schemes, and scrips for the optimization of existing programs.
Monitors team performance to ensure that the call center goals are met and supports call center quality and training.
Measures and demonstrates the group productivity as well as the individuals reports related to customer outcomes.
Identifies and recommends various programs for the improvement of call center processes.
Monitors, reviews, and oversees customer inquiries and/or request and ensures adequate and proper services are provided.
Ensures customer contacts are initiated to review, monitor, and/or assess circumstances and situations relative to utility services.
Recommends corrective services to resolve customer complaints.
Reviews present systems and methods; formulates new and revised systems, examining techniques in use and determining appropriate changes to effect improvements, reduce costs and enhance efficiency.
Prepares or assists with the preparation of scheduled and/or ad hoc statistical and narrative reports; performs information gathering and analysis and/or forecasting, as specifically directed.
Maintains records in accordance with established policies and procedures and audit guidelines.
Performs other duties as assigned.