Operations Supervisor (Limited Service)

KG Call Center•Tampa, FL

11d•Onsite

About The Position

Operations Supervisor for High Volume Call Center (Limited Service) Are you looking for a leadership position? Do you have call center experience? Do you want to help employees reach their full potential? If so, Kenific Group Call Center Operations (KGCCO) is looking for you to be a Limited-Service Operations Supervisor in our Tampa Call Center! Company Overview KGCCO is a government contracting company and we operate a high-volume call center in Tampa, FL. Our team assists thousands of Americans in navigating complex healthcare insurance plans offered through the Federal Marketplace and Medicare. We are looking for motivated, hardworking, and enthusiastic supervisors to manage customer service representatives (CSRs), and we have multiple positions available now! PLEASE NOTE: These positions are seasonal and are estimated to last from September through January, during the Open Enrollment Period (OEP) for Marketplace insurance.

Requirements

Previous call center experience as a CSR is required.
Minimum of 2 years of customer service, leadership, and team interaction skills are required.
Ability to communicate effectively in English, both verbally and in writing.
Ability to exercise good judgment, make independent decisions, and proactively solve problems.
Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
Basic math skills are required.
Ability to maintain schedule flexibility to respond to business needs, with potential shift changes assigned if needed.
Ability to interact with all levels of project team, from CSRs to corporate management.
Strong analytical and organizational skills.
Must be able to pass a standard background check, including criminal and credit checks.

Nice To Haves

6 months of supervisory or leadership experience is desired.
Bachelor's degree or equivalent work experience preferred.
Bilingual (Spanish) language skills are highly desired.

Responsibilities

Supporting a contract with the Centers for Medicare & Medicaid Services, and will work with the Supervisors, Operations Managers, Site Director, and other contract management to provide the highest levels of customer service to our clients and our customers.
Exhibiting high-quality work standards and professional behavior at all times, while serving as a role model for your team.
Supervising, developing, and coaching your CSRs to help them meet our team's productivity, quality, attendance, adherence, and timeliness goals.
Listening to a minimum number of calls for each of your CSRs each month and provide coaching and feedback based on the calls.
Completing and delivering performance appraisals for your team, and coach CSRs in areas identified as needing attention.
Enforcing call center and corporate policies and procedures.
Participating in calibration sessions for the purpose of keeping current on quality changes.
Taking a minimum of one hour of phone calls per month and may log in to the telephone queues more frequently during high call volume and/or all-hands status.
Participating in the interview process and make recommendations for hiring call center staff.
Performing other duties not listed here within the scope of your supervisory responsibilities.