Please note that this job posting is being used to identify talent for potential new work.

The Call Center Supervisor coordinates is responsible for directing and supervising employees providing phone or data entry support for the contract. Supervisors are the backbone of each and every team as the front line leadership to their respective employees. Supervisor must have excellent judgment and leadership skills, able to make decisions based on data and information. Supervisors must be able to have difficult conversations, along with holding their peers accountable to difficult conversations to maintain a healthy and productive call center environment.

Essential Duties

Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government Workforce Management (WFM) Section to handle change requests and exceptions to the daily schedule.

Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules.

Oversee telephony queues.

Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule.

Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesn’t occur.

Identify training gaps and tools.

Reinforce standards, and use progressive discipline when compliance continues to be an issue.

Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded.

Encounters that require service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer.

Administers the leave and excused/unexcused absence polices and regulations for CSRs under their supervision.

Maintains control over attendance, leave and excused absence of employee.

Supervisors monitor the phone line dedicated to staff for requesting unscheduled time off.

Supervisors are responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section member.

Supervisors should approve exception requests through messaging prior to the event for any preplanned exception.

Shift Lead Supervisor is responsible for documenting disruptive callers into the Shift Report and for ensuring interim information from law enforcement is documented in the case prior to end of shift.

Supervisors and management officials will follow a standard set of procedures on-boarding/off-boarding personnel.

Supervisors are responsible for requesting new employee’s e-mail addresses to be assigned to their appropriate groups.

Supervisors must be responsible for other operational activities as they are identified.

Responsible for agents’ performance, training, and ability to handle calls.

Responsible for regular team meetings and 1:1 coaching

Responsible for additional monitoring of performance, assigning training, and providing coaching for any agents who do not meet performance expectations.

Responsible for logging into appropriate systems to serve as an agent/senior agent when customer wait times exceed established thresholds

REQUIREMENTS

Bachelors degree preferred.

Two (2) years of contact center supervisor experience and four (4) years of call center experience

Requires proficient knowledge of Microsoft Word, Excel, Access and call center specific systems.

Requires effective communication skills and the ability to listen and communicate effectively with management and staff.

Supervisor must have excellent judgment and leadership skills.

Must be able to successfully complete background investigation and drug screening

Candidate must live within a 50 mile radius of one of the following locations:

New Mexico – Albuquerque

Arizona – Tucson, Pheonix

Texas – Houston, Lubbock

Nevada – Las Vegas

Alabama – Mobile

Idaho – Boise

Tennessee – Memphis

Kentucky – Louisville

North Carolina – Fayetteville

Louisiana – New Orleans

Ohio – Dayton, Cleveland

Washington – Spokane

Some limited travel may be necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.