Telephony Contact Management Supervisor
About The Position
The Telephony Contact Management Supervisor is responsible for the oversight of Queue Administrators and Queue/Work Force Management related processes across multiple sites. As the Supervisor, your duties will include management of call center workforce, balancing staff effectively in order to maximize call center performance and meet or exceed expected service level goals, management of forecasting including historical analysis, development of call type reporting and analysis, development of queue/call routing logic, support of system issues impacting the call center, assist manager with additional duties as required, etc. The Contact Management Supervisor will: Develop business requirements for new queues, routing logic, contact flows, messaging scripts and system enhancements Maintain advanced knowledge of WorkForce Management, Automatic Call Distributor (ACD) systems, call routing logic, etc. Participate in departmental meetings to provide feedback and insight on call center performance and assist leadership in driving business strategies Lead and oversee reporting, including Agent/Queue stats, inbound volumes, projections, intervals, dispositions, etc. Oversee telephony and WorkForce Management administrator duties, including assigning of skills, auditing of skills, agent roles and responsibilities, password resets and forecast strategies Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Experience working with internal and external customers. Collections or Customer Service call center experience required
- Proficient in Microsoft Office (Excel, Access, Word, PowerPoint) and SQL knowledge a plus
- Advanced knowledge of Excel functions and pivot tables
Responsibilities
- Develop business requirements for new queues, routing logic, contact flows, messaging scripts and system enhancements
- Maintain advanced knowledge of WorkForce Management, Automatic Call Distributor (ACD) systems, call routing logic, etc.
- Participate in departmental meetings to provide feedback and insight on call center performance and assist leadership in driving business strategies
- Lead and oversee reporting, including Agent/Queue stats, inbound volumes, projections, intervals, dispositions, etc.
- Oversee telephony and WorkForce Management administrator duties, including assigning of skills, auditing of skills, agent roles and responsibilities, password resets and forecast strategies
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
