Call Center Supervisor

Call Center Supervisor

The Call Center Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The supervisor will be required to use their analytical skills and be prepared to act as a resource to agents.

ESSENTIAL JOB FUNCTIONS:

• Hiring, training, and preparing Call Center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

• Periodically listens to conversations and provide instructions.

• Ensuring agents understand and comply with all Call Center objectives, performance standards, and policies.

• Assist in the formulation of call targets and assist the team to meet them.

• Answer questions from staff and provide guidance and feedback.

• Handles calls from customers who wish to speak to a supervisor

• Anticipate call escalation and take over calls when needed

• Monitoring and evaluating agent performance, providing learning, coaching opportunities, and taking corrective action, if necessary.

• Maintains call agent attendance records.

• Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.

• Runs regular staff meetings with the call agent team.

• Devise ways to optimize call procedures and keep staff motivated

• Measure performance with key metrics such as call abandonment, calls waiting etc.

• Ensure adherence to policies for attendance, established procedures etc.

• Preparing reports and analyzing data to assist management as they determine Call Center goals.

• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Must have excellent management skills.

• Should have excellent problem solving and negotiation skills

• Proven experience as Call Center Supervisor or similar supervisory position

• Knowledgeable of the company’s particular computer and telephone system

• Experience in customer service is essential

• Proficient in English; Good knowledge of additional languages will be a definite plus

• Working knowledge of MS Office

• Knowledge of performance evaluation procedures

• Outstanding communication and negotiation abilities

• A results-oriented approach

• Excellent organizational and leadership skills

PHYSICAL REQUIREMENTS:

• Ability to endure short, intermittent, and/or long periods of sitting and/or standing in performance of job duties

• Need to travel to off-site locations and attend meetings, workshops, seminars plus travel to other FoundCare departments and FoundCare conference rooms

• Accomplish job duties using various types of equipment/supplies, e.g. pens, pencils, calculators, computer keyboard, telephone, etc.

MINIMUM QUALIFICATIONS:

• Associate degree

• Call center, customer service or supervisory experience may be required

• Proficiency with technology especially computers, software, applications and phone systems.

• Strong verbal and written communication skills

• Possess 3 to 5 years’ Call Center or customer service

• Ability to coach, train and motivate employees and evaluate performance

• Ability to lift and carry objects weighing up to 25 pounds.

• Knowledge of medical terminology preferred.

• Knowledge of HIV/AIDS issues as indicated by experience working in AIDS-related field, or with related social/medical problems in a community setting.

• Flexible schedule, allowing for weekends or evenings as needed.

• Maintain patient and family confidentiality