Supervisor I (Long Term Temporary Remote)

Savilinx-posted 9 months ago
Full-time • Mid Level
Hattiesburg, MS
Administrative and Support Services
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The Supervisor I will be responsible for managing agents on a SaviLinx contract and will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a client with high demands for privacy, confidentiality, precision, and customer service skills. This position requires someone with technical ability who is process driven. As well, the ability to supervise remotely is necessary.

  • Demonstrates the ability to work in accordance with the Savilinx Guiding Principles.
  • Motivates and encourages agents through positive communication and feedback.
  • Takes escalated phone calls and is available when an agent needs assistance.
  • Acts as first line of trouble shooting for all technical issues that may arise with assigned agents.
  • Conducts weekly 1:1 meeting with each staff member to celebrate successes, discuss opportunities and listen/receive feedback.
  • Monitors each agent's performance weekly and reviews the performance with each agent.
  • Develops action plans based on QA monitoring and feedback given by the client.
  • Tracks attendance, daily statistics, and provides recognition for agents who are performing well.
  • Follows up with any disciplinary actions for agents who are not performing to company or client standards.
  • Takes contacts from all channels and keeps system credentials current.
  • Creates effective channels for agent feedback.
  • Attends and participates in team meetings and required training sessions.
  • Provides mentoring to other CSRs as needed.
  • Follows all safety, ethics, human resources and security policies and procedures.
  • All other duties as assigned.
  • High School diploma or equivalent required.
  • Preferred 5 years of contact center experience (multi-tasking in an Inbound Call Center Environment).
  • Required 2 years of experience supervising staff with proven results.
  • Must have strong analytical, communication, and computer skills.
  • Must be organized and pay attention to detail.
  • Must be flexible and adaptable to business requirements which may change at any time with or without notice.
  • College level course work preferred.
  • Preferred experience managing a team remotely.
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