What are the responsibilities and job description for the Call Center Supervisor position at Exela Technologies?
Full time
30042
2 to 5 Years
About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring:
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Essential Job Responsibilities:
- Supervise the daily operations of the customer service team, managing workflow and ensuring efficient call handling.
- Monitor phone calls of team members to ensure adherence to all policies and procedures, providing feedback and coaching as necessary.
- Effectively communicate departmental and team objectives on a regular basis, fostering alignment and engagement among team members.
- Handle escalated calls from team members, resolving issues and ensuring customer satisfaction.
- Motivate and cultivate a positive working environment to achieve performance standards and productivity goals.
- Supervise, train, and develop team members, providing ongoing coaching and support to enhance skills and performance.
- Assess associate development needs and monitor performance, providing recommendations for hire, advancement, promotion, or termination of employment.
- Prepare departmental productivity reports and other reports required by management or clients, analyzing data and making recommendations for process improvements.
- Supervise direct reports and provide feedback on employee performance, recognizing achievements and addressing areas for improvement.
- Demonstrate high levels of safety awareness to achieve safety objectives and adhere to security and privacy policies to protect company and customer information.
- Respond to system problems and questions from associates in a timely manner, providing assistance and troubleshooting as needed.
- Maintain harmony among workers and resolve grievances in a timely manner, fostering a positive and inclusive work environment.
Qualifications:
- High school diploma or GED required; Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
- 3 to 5 years of experience performing customer service duties in a call center environment.
- Previous supervisory experience, with demonstrated leadership and team management abilities.
- Strong customer service skills, including excellent verbal and written communication.
- Proficiency in PC and Microsoft Office applications.
- Demonstrated knowledge of and support for company standards, policies, procedures, and code of ethical behavior.
- Repetitive motion may be required, including twisting, bending, and climbing.
- Long periods of computer work are necessary.
- May require standing, walking, grasping, reaching, sitting, talking, or hearing.
- Close vision and ability to focus are essential.
- Conditions may include an office environment or computer room, with occasional exposure to dust, dirt, toner, ink, and other environmental factors.
- May involve lifting up to 25 lbs. frequently.
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
