What are the responsibilities and job description for the Central Support Call Center Supervisor position at Idaho State Job Bank?
Central Support Call Center Supervisor at Norco, Inc. in Meridian, Idaho, United States Job Description Norco is currently seeking an individual to fill our Central Support Call Center Supervisor position.The Call Center Supervisor is part of the central support team and is responsible for supervising the inbound phone team. This position will develop, implement, and assess day to day operation of the team in order to meet and exceed all aspects of customer needs according to policies and procedures.Other responsibilities include, but are not limited to : Motivates employees to reach department goals and objectives Understands, develops, implements, and enforces Call Center KPIs Responsible for verifying adequate staffing is assigned each business day Maintains excellent working knowledge of company policies and procedures Monitor, coach, and provide employee feedback to meet performance requirements, including quality, productivity, attendance, compliance, and related disciplinary issues Communicates and resolves escalated calls Determine whether agents are using proper procedures efficiently and effectively to provide excellent customer service and branch support Plans, implements, and documents staff meetings and education programs Improves quality results by recommending changes to management Updates job knowledge by participating in educational opportunities Evaluates, documents, and rectifies all safety hazards in and around the office along with practicing safety every day Communicates any company policy and procedure changes to direct reports Process all employee paperwork in a timely manner Communicate with customers in a professional and enthusiastic way Perform other tasks as assigned or needed Follow safe work procedures and ensure adherence to practice of safety daily Qualifications Education or Experience Required : High school degree or equivalent Minimum 6 months supervisory experience preferred Previous call center experience preferred Knowledge, Skills and Abilities : Working knowledge of key metrics including but not limited to call abandonment, after-call work, and schedule adherence Ability to analyze and identify performance quality trends Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others Ability to effectively supervise and manage personnel Strong analytical, organizational, and problem-solving skills Strong verbal and written communication skills Ability to perform multiple tasks Ability to work with diverse clientele To view full details and how to apply, please login or create a Job Seeker account
