This is a remote position. Candidates must reside within 50 miles of office location at 3418 Midcourt Rd, #105 Carrollton, TX 75006.
Shift is as follows:
- Thursday 6:00am - 2:30pm CT
- Friday - Monday 2:00pm - 10:30pm CT
The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job.
- Leads by example. Has a high sense of integrity. Acts in a consistent manner and is always conscious of his/her impact on others.
- Document any escalation and report any unresolved problems to the Call Center Supervisor and, or Field Supervisor
- Notifying area managers of any issues that have surfaced due to tech error/dispatcher error or complaint from a facility.
- Taking client calls and handling account issues when applicable.
- Continuously observes queue activity to ensure all available agents are signed in and ready to take a call.
- Assists in conducting monitoring, coaching and development sessions providing both positive and constructive feedback.
- Monitors agents and provide training when appropriate.
- Monitors the CarrolltonSupervisorDesk (or other designated) email account.
- Sends updated Attendance notifications to the leadership team.
- Monitors the On-Call Supervisor phone as needed.
- Maintains discipline and order in the work environment.
- Solicits other departments for assistance with incoming calls when volume or hold times are high.