What are the responsibilities and job description for the EBO 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
Requirements:
- Bachelor's or associates or High School Diploma with five years of related experience.
- 3 years of experience in a lead or Supervisor role in a customer service/call center environment.
- Excellent communication skills.
- Strong leadership skills.
Meduit is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, military status, genetic information, sexual orientation, marital status, domestic violence victim status or status as a protected veteran or any other federal, state or local protected class.
