Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Call Center Supervisor

Position Objective:

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the supervision of Call Staff. This person will work in collaboration with the Operations Management, the Trainers and Quality Assurance to ensure staff are meeting contract requirements as they relate to timeliness and accuracy. Qualified candidates will bring forward innovative strategies for continuous operational improvements that result in increased staff productivity, accuracy and efficiency.

Primary Duties and Responsibilities:

• Staff Supervision & Oversight
• Maintain accountability and responsibility for ensuring unit performance meets service level agreements
• specified in the contract with the State of Connecticut.
• Monitor staff performance on a daily basis to ensure that all contract requirements and corporate
• standards are met.
• Track staff conduct to ensure it meets Business guidelines. Address behavior that does not meet standards
• Ensure appropriate reporting metrics are in place to measure and ensure contract deliverables and employee performance are meeting standards.
• Evaluate progress toward individual performance objectives.
• Accurately update and monitor daily/ monthly reports related to unit activity.
• Monitor performance and make recommendations to Operations Manager for operational adjustments.
• Act as a resource for staff questions, case reviews, escalations and other tasks or requests that requires a higher level of expertise.
• Assimilate and synthesize information about government, social services and business to assist staff
• Possess the ability to write and developing policies and procedures when needed.
• Technical Excellence
• Serve as a Call Center SME (Service Matter Expert)
• Act as a resource for staff questions, case reviews, escalations and other tasks or requests that requires a higher level of expertise.
• Complete all projects/ tasks assigned in a timely manner. Notify management prior to due date when deliverables will not be met on time.
• Provide Quality and timeliness of deliverables.
• Leadership - Coaching & Team Building
• Support staff development through ongoing consultations and annual performance appraisals.
• Conducting monthly assessments with staff.
• Clearly communicate and outline performance objectives for each staff person.
• Evaluate progress toward individual performance objectives and coach staff on job expectations. Provide staff with timely feedback on performance deficiencies. Including coaching and formal disciplinary actions.
• Independently take initiative to address deficient areas of staff performance. This includes but is not
• limited to Productivity, Quality and Attendance.
• Work with direct reports on a consistent basis to promote their development in preparation for their
• progression to next level.
• Customer Service & Communication Skills
• Facilitate timely resolution of complaints; answer questions and inquiries.
• Effectively listen and communicate clearly and precisely to internal clients as well as external clients.
• Consistently meet customer’s needs.
• Ensure that you and staff are meeting the expectation of Good Customer Service as well as placing calls within the contract specified timeframes.
• Act as a liaison with DSS and other Business partners to identify and resolve issues and barriers within
• the process.
• Administrative Support
• Assist with recruitment and training.
• Ensure that time sheets are accurately submitted and approved timely to payroll for processing.
• Track Attendance and QA results.
• Other duties as assigned

Experience/Education:

• College degree or equivalent work experience
• Minimum 2 years call center experience in a leadership role.
• Strong customer service skills including call center client processes and procedures
• Excellent team coaching, training, facilitation and developmental skills
• Analytical and interpretive skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies.
• Required Skills/Abilities: To perform this job successfully, an individual must be able to perform each essential
• duty satisfactorily. The requirements listed below are representative of the skills and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to communicate effectively through clear, concise written documentation, verbal presentations
• and interviews.
• Ability to use company standard software and PC systems proficiently
• Ability to problem solve through analysis and ongoing feedback.
• Ability to achieve results through knowledge, empathy and commitment.
• Ability to lead, motivate and develop staff.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an office setting. The noise environment is usually moderate.
• Overtime, days, evenings and some weekend hours. Travel as needed. Fast pace.

Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.

We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.

MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.

We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com

Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:

• Medical, dental, and vision coverage
• Life and disability insurance
• Additional voluntary benefits

Join MMC and enjoy the support of a team that values your well-being, both on and off the job!

MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.

Get started on your career journey today! Apply to become a part of the MMC Team!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.