Call Center Supervisor

As a member of the Customer Service Center team, ensure efficient and timely processing of all work assignments into applicable business systems with strict adherence to all established procedures; monitor and delegate capacity resources as appropriate to assist in the attainment of service level goals throughout the CSC.

 

Responsibilities:

• Delegate work assignments to team members performing a variety of functions
• Develop training schedules for the Lead CSR's to implement; monitor to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes
• Generate productivity for each team member; review management reports; monitor and address any productivity and quality issues or trends
• Monitor daily work to ensure quality, accuracy, and service levels are maintained
• Facilitate after-hours team meetings on a regular basis to communicate workflow/procedural changes
• Provide performance feedback to team members per established programs and guidelines
• Submit payroll reports, monitor and address performance issues per established guidelines
• Handle special projects as assigned
• Demonstrate commitment to Company’s Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.