Summary of Position

The Supervisor provides leadership and direction to a team of Application Specialists by providing daily supervision, training, and work direction. The Supervisor ensures Contract performance and customer satisfaction goals are met and inquiries and referrals are resolved timely and accurately.

Essential Job Requirements

• Provides supervision and direction to team of Application Specialists and motivates, evaluates, and rewards individual and team performance
• Collaborates with management to implement policies and procedures for daily operations
• Ensures daily, weekly, and monthly productivity and quality metrics are achieved
• Proactively identifies issues and works with management to implement solutions
• Maximizes operational performance and efficiencies within the project to ensure quality customer service and timely call management
• Provides performance coaching to associates detailing areas of success and opportunities for improvement 
• Regular and timely attendance
• Other duties as assigned

Required Education

Associate Degree or equivalent work experience in a related field is preferred

Required Experience

• Previous work experience using multiple computer screens, programs, and interfaces while on the telephone 
• At least one year of customer service or call center experience preferred