Supervisor - Operations

Firstsource

About The Position

The Contact Center Supervisor supervises Customer Service Representatives and is responsible for implementing training and development programs, quality indicators, and performance evaluations for personnel under their supervision. The role oversees call center operations and service quality, supports team performance and development, handles escalations, monitors performance metrics, and carries out administrative, human resources, and personnel-management duties. The position also ensures confidentiality and compliance with applicable state and federal regulations, including HIPAA, and with regulatory, contractual, and certification requirements. The job is primarily performed seated in an office or cubicle using a telephone, computer, and keyboard. It is performed in an office environment with favorable noise levels, adequate illumination, and temperature. The position requires availability to be on call 24 hours a day, 7 days a week. The employer notes that duties may change and that additional related duties may be assigned to meet business needs.

Requirements

Bachelor’s degree in Business, Social Sciences, or Health Services.
At least one year of supervisory experience.
Two years of experience as a Customer Service Representative.
Hands-on experience with Excel, PowerPoint, Office, and similar tools.
Fully bilingual in English and Spanish.
Excellent spoken, written, and reading communication skills.
Ability to interpret numerical results, metrics, and indicators and use them to develop recommendations and support decisions.
Computer and keyboard skills for analysis and data entry.
Leadership skills, including the ability to influence and motivate employees, establish short- and long-term goals, demonstrate empathy, manage emotions, maintain interpersonal relationships, and communicate assertively.
Planning, coordination, decision-making, delegation, assignment distribution, and progress-tracking skills.
Active listening and the ability to communicate relevant information proactively, clearly, and professionally.
Customer service skills, including proactively addressing referred situations, emergencies, and client needs with empathy and urgency, receiving feedback from internal and external clients, and maintaining emotional control.
Ability to balance team and individual responsibilities, remain objective and open to other opinions, promote team commitment to goals, support others’ efforts, and maintain confidentiality.
Understanding of how a business achieves its goals and objectives, creates customer value, and drives profitability and shareholder value.
Availability to be on call 24 hours a day, 7 days a week.

Responsibilities

Supervise call center functions and ensure established protocols and procedures are followed.
Ensure quality customer and user care and effective team performance in accordance with agency goals, philosophy, policies, mission, and vision.
Motivate supervised personnel and provide operational reference and educational materials for internal use and client education services.
Handle escalation calls and guide employees on managing escalated situations to help prevent future escalations.
Monitor and calibrate calls to identify coaching, training, and retraining needs, and provide supporting information to management and the training department.
Ensure employees have and are aware of information received by customers or the organization.
Discuss monitored calls with employees, identify strengths and improvement opportunities, and provide feedback and resources to improve results.
Plan, analyze, and monitor metrics and performance indicators to meet customer expectations.
Support call center administrative projects.
Work with Human Resources on process improvement plans when applicable.
Identify and develop employees to take on additional responsibilities.
Prepare reports and presentations regularly.
Identify customer processes and scripts that do not reflect actual service conditions for evaluation and modification.
Participate actively in employee contract termination processes by identifying policy or procedure violations, poor performance, and other indicators, and providing evidence and facts.
Conduct corrective discipline processes and behavioral modification techniques when employees deviate from organizational policies, procedures, or practices.
Set objectives and complete midyear and year-end performance evaluations for supervised personnel.
Define action plans to reduce quality and efficiency variations from goal standards.
Prepare and supervise the execution of each supervised employee’s performance program.
Review and approve employee schedules, vacation programs, and leave of absence requests according to service needs; provide coverage for unforeseen absences or tardiness.
Participate in applicant interviews and make hiring decisions.
Lead, guide, and coordinate the assigned team, supporting motivation, a positive working environment, and continuous meetings.
Ensure confidentiality and compliance with applicable state and federal health call center regulations, including HIPAA and internal policies for disposing of confidential information.
Immediately notify the supervisor of any exposure of Protected Health Information.
Complete required core and functional training and comply with procedures established by regulatory agencies, contractual requirements, and applicable certification standards.