Call Center Supervisor

Call Center Supervisor - ONSITE in Fresno, CA - No Remote Work

Are you a Call Center team leader who is looking to move up to a supervisor position?

This is an opportunity to work in an Onsite Call Center environment that has a collaborative and supportive working environment.

Selling Points:

• Inbound calls only
• Work at a premier medical facility
• Health benefits, 401K and PTO

We are a Call Center and BPO company with a track record of performance. We are actively recruiting for a full time Call Center Supervisor opportunity in Fresno, CA.

Key responsibilities:

• Interface with management staff on a regular basis.
• Participate in weekly calls and other meetings as necessary with the Project Manager and Operations.
• Monitor Key Performance Indicators (KPIs) including call abandonment rates, average speed of answer, etc.
• Manage of staff of full-time and part-time employees. Management includes:
  1. Ensure that employees clock-in and clock-out according to procedures.
  2. Review timecards and submit to payroll.
  3. Manage all employee schedules.
  4. Identify any personnel problems and council as needed.
  5. Terminate employees if necessary.
  6. Request new hires as necessary.
  7. Interview potential candidates.
  8. Assist candidates with the application and security process.
  9. Onboard and train new hires and employees.
• This 24/7 Call Center has three shifts.
• The Call Center Supervisor normally works a standard day shift. As a working supervisor:
  1. You may be required to assist with inbound calls.
  2. You may be required to cover various non-daytime shifts.
• Utilize telecom system tools and reporting capabilities to:
  1. Monitor call volumes
  2. Track employee performance
  3. Manage KPIs
• Provide KPI reports on, at minimum, a daily basis to the Magellan's operation teams.
• Experience with ADP or other payroll system is a plus.

Qualifications/Requirements

• High school diploma required.
• At least 3 years of Call Center experience required.
• Ability to work without direct supervision.
• Knowledgeable about Microsoft Office.
• Outstanding verbal communication skills (phone etiquette).
• Detail oriented, ability to multi-task, and highly organized.

Previous Military encouraged to apply.

Must be able to pass an extensive background check