Contact Center Supervisor

CMO Operations Supervisor

Overview

The Customer Service Supervisor/Operations Supervisor monitors the daily operations of a team responsible for triaging daily referrals, preparing and scheduling medical examinations. The Supervisor provides departmental leadership and supervision of contact center employees, and the position requires strong communication and leadership skills with the ability to prioritize and delegate effectively to ensure quality, customer experience and performance metrics are met. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. The supervisor will report to the Customer Service Manager. They may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team.

Key Tasks

• Provide departmental leadership in assigned functional area
• Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
• Monitor CSR quality and performance and provide feedback and coaching as appropriate.
• Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
• Manage unplanned shrinkage
• Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
• Perform tasks to assure service level and quality requirements are met
• Participate in interviews and recommend hiring of contact center staff, as needed
• Maintain department records related to CSR coaching and performance improvement
• Complete employee performance assessment at end of assignment
• Immediately report system issues to manager or appropriate parties
• Continually look for and suggest process improvements that will benefit our customers
• May be required to work weekends, holidays, or off-shift, as necessary

Qualifications and Skills

• Education:
• Bachelor s or Associate s degree preferred
• High school diploma or GED required
• Experience:
• Six-months supervisory or leadership experience preferred
• 2 3 years Customer Service or Contact Center experience required

SKILLS AND ABILITIES

• Excellent customer service, leadership and team interaction skills required
• Demonstrated ability to coach team members to higher levels of performance
• Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit
• Proven ability to work as a team member