What are the responsibilities and job description for the Contact Center Supervisor/Call Center Supervisor position at VDart?
Job Title : Contact Center Supervisor / Call Center Supervisor / Call Center Manager
Location : Worcester County, MA (Onsite)
Duration : Fulltime
Job Description :
Assists Supervisor with all designated tasks of running contact center team for a homeowner insurance carrier maintaining the agents' performance and adherence. Monitoring the queue and service level to maintain coverage and taking calls.
Key Responsibilities :
- As a part of a call center team the member is expected to assist their assigned Supervisor in maintaining coverage of the queue, taking calls at least 20% of the time on a weekly basis, during peak times, low service level and special events.
- Answering questions via team's chats, performing QA on agents, providing detailed feedback, coaching and developing team.
- Hosting or assisting in team meetings to review team performance as a whole, areas that need improvement and providing important updates. Assisting in various administrative duties including but not limited to tracking and recording attendance, adherence, IT issues, response times.
- The team lead works hand in hand each day to ensure their team is performing to the best of their abilities, identifying where retraining may be needed and ensuring success as a whole.
Qualifications :
Core Skills :
Keywords : Contact Center, Call Center, P&C Insurance, Auto, liability,
