Contact Center Supervisor (Remote, VA)

Employer
AM LLC
Location
VA
Posted
Sep 01, 2022
Closes
Sep 30, 2022
Ref
2022-3556
Function
Management
Hours
Full Time
Overview

The Contact Center Supervisor is a professional responsible for providing front-line, first-level supervision and leadership to contact center representatives to meet program objectives and customer service level agreements. Their duties include training and motivating a team of Call Center Representatives as they answer questions, handle complaints, and provide client support. They also assist in hiring new employees while monitoring their team's success on an ongoing basis .

Responsibilities

  • Supervise the work of contact center representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Follow policies and standard operating procedures such as filling out timesheets and adhering to privacy rules
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency
  • Evaluate employees' job performance and partner with Human Resources to make appropriate recommendations and decisions
  • Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
  • Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports
  • Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports quality performance and trending call types and providing coaching regularly
  • Participate in meetings and recommend changes to policies and procedures.
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Support and enforce contact center expectations
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Assist direct reports with escalated issues as needed
  • Perform other duties as assigned by leadership
  • Utilize standard technology such as telephone, e-mail, and web browser to perform job duties
  • Maintain up-to-date knowledge of client regulations and policies


Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:
  • Strong customer service skills
  • Strong time management skills
  • Ability to adapt to a changing environment
  • Ability to research, analyze, interpret data and take appropriate action
  • Strong organization skills, attention to detail, and follow-through to resolve any outstanding issues
  • Ability to communicate clearly and effectively both orally and in writing
  • Skilled in proper telephone etiquette and customer service practice, including the ability to handle difficult customers using tact and diplomacy
  • Ability to identify technical and procedural problems to allocate appropriate follow-up resolution
  • Ability to handle confidential information with discretion and professionalism
  • Advanced computer proficiency


MINIMUM QUALIFICATIONS:
  • Background or education in public health, communicable disease, psychology, sociology, health education, or nursing preferred
  • Associate Degree or equivalent combination of education, technical training, or work experience considered in lieu of degree
  • Minimum of two (2) years of experience in a call center environment required
  • Minimum of one (1) year of supervisory, leadership, or healthcare administration/coordination experience in a professional setting
  • Ability to work within established turnaround times
  • Ability to exhibit a professional, positive attitude and work ethic
  • Excellent interpersonal skills required and ability to interact professionally with culturally diverse individuals
  • Ability to show empathy to distressed individuals
  • Excellent organizational and communication skills
  • Ability to speak, read, and write English
  • Critical thinking and sound judgment required
  • Ability to handle confidential information with discretion and professionalism
  • Advanced proficiency with computers, assessment will be required


PREFERED QUALIFICATIONS:
  • Background or education in public health, communicable disease, psychology, sociology, health education, or nursing preferred
  • Minimum of one (1) year of supervisory, leadership, or healthcare administration/coordination experience in a professional setting
  • Proficiency in languages other than English is a strong plus (especially Spanish)

TECHNICAL REQUIREMENTS:
  • Experience using Google Workspace
  • User provided home high-speed internet connection. (Minimum 25Mbp s)
  • A headset is recommended
  • Must have a quiet, dedicated workspace

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:

Employees must have the ability to perform the following physical demands for extended periods with or without assistance

  • This position requires the use of a computer screen for extended periods.
  • This position requires the ability to remain in a stationary position (standing and/or seated) the majority of the time
  • This position requires viewing a computer screen/monitor
  • This position requires utilizing a keyboard
  • This position requires the ability to answer phone/make calls
  • Contact center operations are Monday through Friday, but may include evenings and weekends, depending on project needs


Note: Due to the high volume of applic ants, w e may be unable to respond to telephone or email inquiries, but we are reviewing and considering all applications in the order in which they were submitted on a rolling basis.

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