Operations Supervisor (Customer Service - Hybrid)

NYCM Insurance•Edmeston, NY

1d•Hybrid

About The Position

The Operations Supervisor will lead and supervise a team of workforce management, administration, quality assurance or production staff members. They will achieve success using an in-depth understanding of call center operations and the phone system including the IVR, scheduling, forecasting, skill-based call routing, service levels, reporting and other aspects of call center management. Duties & Responsibilities: Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks. Monitor employee performance and provide clear and regular feedback and coaching. Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities. Provide coaching and mentoring to assist with career path development. Document performance feedback and other personnel matters. Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises. Knowledge of leave policies and coordinating with HR. Set and approve employee’s work schedule and shift. Verify and approve timekeeping records and consult employees about any discrepancies. Develop and monitor divisional training , practices , and procedures. Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports. Develop and maintain communications between all call center locations. Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions. Organize staff between all locations. Assist with call center day-to-day management. Interpret and communicate work procedures and company policies to staff. Assist in training and instructing employees in job duties and company policies or arrange for training to be provided. Review and approve security requests. Other duties as assigned.

Requirements

High School Diploma
2 years' service field supervisory experience
Thorough working knowledge of a call center environment and scheduling hours.
Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
Strong leadership, decision making, team building and coaching skills.
Ability to accept and lead change by example in a collaborative team environment.
Ability to delegate.
Good analytical, critical thinking, and problem-solving skills.
Flexible and comfortable working in a fast pace and sometimes stressful environment.
Highly service orientated and committed to customer service and helping people with a positive attitude.
Excellent listening and verbal and written communication skills.

Responsibilities

Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks.
Monitor employee performance and provide clear and regular feedback and coaching.
Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities.
Provide coaching and mentoring to assist with career path development.
Document performance feedback and other personnel matters.
Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.
Knowledge of leave policies and coordinating with HR.
Set and approve employee’s work schedule and shift.
Verify and approve timekeeping records and consult employees about any discrepancies.
Develop and monitor divisional training , practices , and procedures.
Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports.
Develop and maintain communications between all call center locations.
Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions.
Organize staff between all locations.
Assist with call center day-to-day management.
Interpret and communicate work procedures and company policies to staff.
Assist in training and instructing employees in job duties and company policies or arrange for training to be provided.
Review and approve security requests.
Other duties as assigned.