Call Center Supervisor Job in Clearwater, Florida Us
Purpose:
Under the direction of the Call Center Manager, the Call Center Supervisor assures that daily operation of Call Center are high quality, efficient and in accordance with AIRS standards and specialty contracts. By training and mentoring Call Center staff, the Call Center Supervisor works to increase overall customer satisfaction.
Essential Functions/Job Results
- Hire, train and supervise a diverse team of Information Referral specialists, interns and volunteers.
- Ensure that computer and telephone systems are functional and that resource databases are accurate.
- Schedule and coordinate Call Center staff, assigning tasks, shifts and approving timesheets as needed. Serve as point person for staff who calls in sick or late.
- Ensure 24x7 staffing coverage for the Call Center.
- Under the direction of the Call Center Manager, perform ACD and special program monitoring, management, analysis, review and reporting.
- Serve as liaison between Information Referral Specialists and other 2-1-1 TBC staff to communicate needs or changes in the 2-1-1TBC database or other resources.
- Investigate complaints, resolve problems and clarify issues concerning services.
- Orient and train new staff members, and evaluate and update training materials.
- Monitor calls and provide feedback to Call Center Staff and volunteers accordingly to the policies of the agency.
- Increase the productivity of the group without compromising quality.
- Collaborate with 2-1-1TBC managers in all aspects of Call Center operations, including interviewing, hiring, reporting problems, and participating in disciplinary plan development or termination recommendations.
- Perform IR, crisis and specialty contracts work on the telephones.
- Provide initial screening for families seeking counseling services.
- Develop new projects following the guidance from the Call Center Manager.
- Assure that follow-up calls are placed according to contracts.
- On-Call duties.
- Recommend policy goals and objectives for program area development, interpret policies and procedures, assure compliance, and monitor non-compliance and take appropriate action.
- Be available to IR staff to answer questions and for mentoring.
- Perform other related duties as assigned.
- Represent 2-1-1TBC in community meetings when requested.
- Provide backup to Call Center Manager.
Minimum Qualifications:
- Minimum bachelor’s degree (preferably in Social Work - BSW) and minimum two years’ experience working with customers in social services field. Training experience is a plus
Knowledge, Skills and Abilities
- Principles, practices, and procedures of information and referral systems and accreditation
- Principles and practices of supervision, training, and performance evaluation
- Statistics, program outcomes management
- Operational characteristics and applications of personal computers.
- Network to promote program, gain community awareness and support
- MS Office proficient
- Team builder
- Ability to speak in public
- Excellent written and verbal communication skills
- Ability to plan, analyze data and evaluate programs
- Familiar with the state of Florida social service agencies and programs and governmental bodies
- Spanish Bilingual is a plus
- Capable of following policies and procedures
- Travel: less than 10% of time