What are the responsibilities and job description for the EBO Call Center Supervisor position at Meduit?
- Production
- Track daily production & communicate daily to team- calls handled, system time
- Quality
- Daily call monitoring including coaching and development- communicate training opportunities identified up to Director or Manager
- Complete agent assigned coaching through Verint
- Supervisor call feedback to agents- Listen and provide de-escalation techniques to agents to assist with handling escalated situation to improve volume of Supervisor calls
- Time tracking including breaks/lunches
- Document and communicate disciplinary/coaching items timely
- Tracking and communication up to Director or Manager weekly on bottom agents and improvement plans
- Handling Supervisor calls and assisting team throughout the day as needed
- Interviews as needed
- Review and Complete Agents emails as needed
- Enforce and uphold Company policies
- Point of referral for any escalated accounts unable to be handled by the Agents
- Any other duties assigned by Management
- Team production KPIs
- Average of 40 calls/day
- Average of 7 hours on system/day
- > 89% QM scores monthly
- Provide daily production updates to Director/Manager
- Communication to Director/Manager on team attendance
- Ensure each team member has the proper tools and resources needed to complete their job functions daily
- Above average attendance
SHIFT: 11am to 8pm
