What are the responsibilities and job description for the Call Center Supervisor position at Epiphany Management Group?
Position Title: Call Center Supervisor
Reports To: Call Center Manager
FLSA Status: Exempt
POSITION SUMMARY
The Call Center Supervisor is responsible for the day-to-day operations for a team of employees including hiring, planning, and directing workflow, scheduling as per program needs,
performance management and team development. The Supervisor ensures quality and compliance with key performance indicators and contractual obligations, ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements. If you’ve ever wished you were able to influence a service or support, call you’ve experienced, this is the position for you. We are looking for an individual with high quality expectations that wants to lead a team providing the kind of world class customer service and technical support you expect when you’re the caller.
Responsibilities (Essential Duties and Responsibilities)
- Supervise a team of helpdesk technicians and provide support to help them provide exceptional customer service to callers.
- Perform call monitoring and evaluate helpdesk technicians’ performance to ensure conformity to department procedures and Company policies.
- Establish performance goals, provide coaching and feedback to helpdesk technicians to improve their performance.
- Interview, hire, coach and schedule new helpdesk technicians to ensure proper staffing levels.
- Schedule staff and track attendance to ensure proper workflow in the department.
- Handle disciplinary issues appropriately and in a timely manner to ensure adherence to department and Company policies, procedures, and practices.
Minimum Qualifications (Knowledge, skills, and abilities required)
- Minimum of a year experience managing a call center
- Proficiency with MS Word, Excel, PowerPoint
- Display a positive attitude and flexibility.
- Ability to work both independently and as a team member.
- Creative thinking and problem-solving skills
Work Environment
Hybrid work environment: On-site as needed with the goal of being 100% remote once all new hire training is completed.
Physical Demands
This role requires sitting, standing, climbing stairs, adjusting, connecting, occasional lifting (to 30 lbs.), bending, keyboarding, pulling, pushing, carrying, writing, walking, operating equipment.
Position Type and Expected Hours of Work
This is a full-time position. The call center is open 24/7, and typical work hours will vary to cover shifts. Overtime may be required on an as needed basis.
Travel
This position will be required to occasionally travel to provider sites.
