Call Center Supervisor

Summary of Position

The Supervisor directs the activities of the Customer Service Representatives (CSRs) and Leads providing supervision, training and work direction to staff.

Essential Job Requirements

• Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.
• Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service.
• Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination.
• Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.
• Analyzes staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness.
• Monitors CSRs and Leads time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record.
• Assists the Sr. Operations Manager with daily operations.
• Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback in a timely manner.
• Writes and administers performance reviews for skills improvements.
• Communicates and follows up to ensure CSRs and Leads are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.
• Attends management meetings to set performance goals, review call center progress. Develops and implements action plans to achieve daily and monthly goals.
• Proficient in Call Center Policy, state & Court computer systems
• Provides accurate information to inquiring parties and other agency staff.
• Ensures the confidentiality of all information while performing work tasks.
• Accepts escalation calls that cannot be resolved by CSRs or Leads to address and resolve caller issues.
• Actively assists with taking calls.
• Regular and timely attendance
• Other duties as assigned

Required Education

Equivalent to an Associate's degree from a college or vocational training institute in a relevant field.

Required Experience

• 1 year of call center supervision is strongly preferred.
• 1 year of work experience administering child support enforcement or related community service programs preferred.