Supervisor on site

TDB Communications, Inc. is seeking an On-Site Full-Time Supervisor(s) to join our team in Columbia, South Carolina. Since 1999, our employees have been entrusted with helping the business of government work better for our customers.

We are looking for an experienced Supervisor to supervise and motivate our customer service representatives to meet and exceed our client’s expectations.

The supervisor will serve as first point of contact to customer service staff and will facilitate positive and constructive feedback to ensure their team(s) have the tools they need to succeed in their role.

New Hire Training Schedule : Training will be Monday through Friday (Sat / Sun Off). After training, you will move to your Live Production Schedule.

Hours of Operations- Live Production Schedule Supervisors will be provided a live production schedule after training. Must be flexible with schedules, work weekends and holidays.

Please note that all schedules are subject to change due to business needs.

Pay and Benefits : Base Rate : $45,000

Base Rate : $45,000

Medical, Dental, and Vision benefits available

401(k) available with company match

Paid holidays

Duties :

• Be a model leader between all levels of employee engagement.
• Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Perform tasks to assure service level requirements mandated by client is achieved.
• Assume leadership responsibility for department tasks and call center activities as required.
• Complete and deliver employee performance appraisals, accountability and 1 on 1’s.
• Provide monthly reports, presentations and action plans to senior leadership in a team meeting setting.
• Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers, Subcontractors and Program Managers within functional areas of the project.
• Ability to remain calm and respectful under pressure.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Able to assist with employee workloads and task as required.
• Participate in interview process and recommend hiring call center staff.
• Attend daily and weekly meetings as assigned on time.
• Ability to accept positive and critical feedback.
• Overall knowledge of your employee and teams Monthly Goal and Reviews (CMGAR) or other performance scorecard management process preferred.
• Attend Quality Calibration sessions for the purpose of keeping current on quality changes.
• Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
• Act as a Point of Contact or Subject Matter Expert as required
• Able to work with all lines of business, both internal and external.
• Support and enforce call center expectations as well as departmental and corporate policies and procedures.
• Log in to Queues as required during high call volume and / or all hands status.
• Complete daily, weekly and monthly required documentation in a timely matter.
• Communicate pertinent program updates in a timely manner.
• Maintain department records.
• Daily communication over Teams Chat, Phone and Email.
• Complete and deliver performance, attendance or misconduct warnings as applicable.
• Review contract scope and requirements.
• Perform other duties as assigned.

Education and Qualifications

Required Qualifications :

• High School Diploma or equivalent.
• Minimum 1 year supervisor / leadership experience in call center.
• Minimum 2 years of customer service experience in a call center.
• Experience with coaching, training, and motivating employees.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to use good judgment, make independent decisions and proactively problem solve as required.
• Time management skills.
• Schedule flexibility due to business needs; anticipate assigned shift changes at any time, may be required to work off-shift, and occasional travel to customer and other client sites.
• PC skills (Microsoft Office) with an emphasis on Excel and Outlook Email.
• Basic math skills.
• Ability to interact with all levels of management
• Strong analytical and organizational skills.

Preferred Qualifications :

• Experience with, or knowledge of, Medical, Veteran and or Health insurance industry.
• Bilingual is preferred, not required

About TDB

TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.

Since 1999, we have deployed thousands of employees for 70 agencies in 30 states. We’ve have proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other duties may be assigned.

EEO Statement

TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position.

Last updated : 2024-11-22

Salary : $45,000