Call Center Supervisor

Excellence In Everything We Touch
Position Summary
*Now Hiring - Call Center Supervisor!**
Do you enjoy motivating a group of energetic Customer Service Reps within a Call Center environment?
If so, join our dynamic team located in Jacksonville, Florida!

• Great Work Life Balance!
• Employee Discounts!
• Fun Work Environment!

We look forward to meeting and working with you!
Supervises a front line team of agents providing assignment intake service, customer contact, response time management and complete customer satisfaction surveys.
Responsibilities

• Supervises and monitors staff to ensure high levels of customer service.
• Provides coaching, mentoring and feedback to team members as opportunities arise to improve handling of customer calls and claims processing.
• Provides every team member with regular statistical feedback.
• Provides every team member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries (QA), analysis of productivity levels against goals, and summary communication of departmental and/or business news.
• Sets a leadership example with peers and staff.
• Supervises floor as appropriate by acting as a visible leader walking the entire center floor.
• Assists with employee development and training.
• Monitors daily activities of Call Center staff.
• Monitors staff attendance and performance.
• Participates in the interview and selection process of open positions.
• Provides corrective feedback at the appropriate level to any staff member as necessary.
• Assists in resolving personnel issues.
• Supports the management of daily service levels, talk times and quality goals.
• Identifies, develops, and supports the coordination of training programs as needed.
• Works closely with all staff members and peer supervisors to ensure open communication and consistency of work flow.
• Takes supervisory calls, including escalated customer problems and take appropriate action to resolve issues.
• Participates in special projects or performs duties in other areas as requested.
• Upholds and projects the public image of the Company.
• Maintains overall knowledge of Contractor Connection business model.
• Upholds the Crawford Code of Business Conduct and Ethics at all times.

Requirements

• Bachelor degree or equivalent combination and six years of customer service experience with at least two years of management/supervisory experience.
• Minimum two years Call Center experience required.
• Demonstrated leadership in previous experience is vital.
• Previous Call Center management experience preferred, though not required.
• Highly proficient and advanced computer skills.
• Excellent attention to detail and organizational skills
• Good time management abilities.
• Strong analytical and problem solving ability.
• Excellent written, verbal and oral communication skills.
• Good interpersonal skills.
• Ability to effectively manage and supervise employees.

About Us
Why Crawford?
Because a claim is more than a number - it's a person, a child, a friend. It's anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We're looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
When you accept a job with Crawford, you become a part of the One Crawford family.

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• Training programs that promote continuous learning and career progression while enhancing job performance
• Sustainability programs that give back to the communities in which we live and work
• A culture of respect, collaboration, entrepreneurial spirit and inclusion

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.