Customer Service Supervisor

YOUNGWILLIAMS INC•Yazoo City, MS

11h

About The Position

The Customer Service Supervisor directs the activities of the Customer Service Representatives (CSR); provides supervision, training, and work direction to the staff.

Requirements

Prior contact center supervision experience is required
One year of work experience in a public agency or private company responsible for administering child support enforcement programs and/or community service programs responsible for providing outreach related to the child support enforcement
Proficiency in operating computers and office equipment

Nice To Haves

Knowledge of child support rules, regulations, policies and procedures is preferred
Associate’s Degree from a college or vocational training institute in a relevant field or equivalent related work experience is preferred.

Responsibilities

Monitors and evaluates the performance of CSRs to ensure prompt, knowledgeable and courteous customer service
Provides coaching, counseling and guidance to CSRs for ongoing improvement to customer service
Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination
Monitors individual, team and contact center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals
Analyses staffing levels and contact center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives, and meet operational effectiveness
Monitors CSRs’ time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record
Assists Customer Service Center Manager with daily operations
Reviews daily reports to identify training opportunities and successes for CSRs and provides feedback in a timely manner
Writes and administers performance reviews for skills improvements
Communicates and follows up to ensure CSRs are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions
Attends management meetings to set performance goals, review contact center progress; develop and implement action plans to achieve daily and monthly goals
Maintains proficiency in Contact Center Policy, State Computer System and CSE Policy
Provides accurate information to inquiring parties and other child support staff
Ensures the confidentiality of all information contained in the State computer system
Accepts escalation calls that cannot be resolved by CSRs in order to address and resolve caller issues
Monitors incoming call volumes and assists when call volumes exceed maximum capacity
Regular and timely attendance
Other duties as assigned