Call Center Supervisor Job in Duluth 30097, Georgia Us
Overview of Responsibilities:
First level exempt supervisory position requiring comprehensive working knowledge of call center concepts, practices, and procedures. Serve as a primary contact for problem resolution and data gathering regarding customer complaints, staffing, and work assignments. Works under general supervision and has functional responsibility for one or more specific areas, projects, or divisions. Reports to the Pharmacy Resolution Call Center Director.
Key Responsibilities:
- Oversee the day-to-day operations of the call center in alignment with the organization’s strategic performance plan.
- Proactively engages in communication with others to minimize problems; willing to address problems as they arise; listen to others for their points of view; take others’ perspectives into consideration; demonstrates purpose and resolve while remaining professional and composed.
- Collaborate with other departments regarding resources, services and processes; seek creative solutions in anticipation of issues before they become major problems.
· Achieve performance excellence by self-imposing high standards; lead by example; accomplish tasks on own initiative and sets high standards for fellow co-workers.
- Provide recommendations for operational efficiency and process improvements subject to management review in support of change.
- Assess and identify agent skill levels to develop and manage staff according to company business objectives; including goal setting, and performance feedback.
- Interact, develop, and maintain positive working relationships with clients, customers, and staff.
- Identify, develop, train, and enforce standard operating procedures which facilitate work efficiencies while achieving company goals.
- Ability to demonstrate a high-level of computer literacy, including proficiency in web-based software applications, office productivity applications such as MS Word, Excel, and Access
- Ability to demonstrate a high degree of self-motivation.
- Ability to remain composed under high-pressure.
· Lead and develop team members by setting expectations, regularly reviewing work performance and providing developmental opportunities.
· Enforces performance standards and holds employees accountable for providing solid performance levels that meet or exceed expectations.
· Offer coaching, counseling, mentoring and training to support the staff in achieving high quality service and efficiencies, while helping to identify opportunities for individual improvement.
· Help to create a work environment conducive to personal growth and employee satisfaction.
· Work with management team to complete written performance evaluations on team members.
· Participation in the hiring process of new team members.
· Prepare daily, weekly and monthly activity reports to track individual and group performance in Time Management, Adherence to policies and procedures, Quality Assurance, Employee Development, Employee Discipline as well as ensure consistent and accurate and timely documentation of employee records.
· Develops and monitors work guidance and performance measures to meet goals for delivery of service.
· Keeps apprised of developments in field of expertise to ensure currency and makes recommendations to management to improve efficiency/effectiveness.
· Routinely conduct call monitoring, ensuring consistency in the level of quality of service provided by each member of the team.
- Ability to effectively manage multiple processes and small projects simultaneously.
Additional Responsibilities
- Other tasks as directed by the Company
- Assisting other departments with various data related tasks
- Please note that this task list is subject to change based on the needs of the business. You may be asked to perform tasks that are not expressly defined on this job description
Supervisory Responsibilities:
· Along with other Supervisors, manage a small-to-medium call center broken into four teams consisting of Patient Resolution Specialist, Outbound Resolution Specialist, and Home Delivery departments.
· Monitors call performance of team members to ensure customer service quality is in line with departmental standards.
· Coaches associates to acceptable or higher levels of performance according to current performance standards
· Maintains the management of call center operations to ensure the achievement of service level goals and objectives
· Runs and analyzes reports needed to manage associates and call center performance.
· Develops and cultivates good customer relations. Responds to customer needs, consistent with Cypress Care standards, culture and business practices.
· Recommends improvements to Call Center processes to maximize efficiency and productivity.
· Performs all duties inherent in the role of a supervisor as defined by the Cypress Care Code of Conduct including hiring, termination, review, and development of associates. Partners with Management and Human Resources as needed to address and resolve associate and performance issues.
· Stays informed of process, procedure, and policy changes to appropriately communicate and hold the team accountable to current expectations
- Participates in special projects and performs additional duties as required
- Supervisory, motivational, team-building, and leadership skills are required.
- Strong customer service and problem-solving skills are required. Strong written and oral communication skills are also required
Qualifications/Experience
· 3+ years experience in a large scale, complex, multi-functional call center environment.
· 3+ years experience in Customer Service role
· 1+ years experience in a task lead or supervisory role
· Team player- someone who works toward team goals and achievements
· Sense of urgency- ability to meet regular monthly/quarterly deadlines successfully
· Quality of thought- the ability to understand and process opinions from all levels within the organization
· Strong analytical, writing, and presentation skills
· Ability to communicate and influence cross-functionally
· Proven track record of coaching all levels of staff
· Resolve issues and conflict diplomatically
· Knowledge of Microsoft Excel and PowerPoint
· Strong supervisory skills including coaching, mentoring, motivating, delegating, and staff toward improved performance.
· Solid ability to plan for and execute operational objectives.
· Experience with monitoring software for call quality.
· Knowledge of metrics in an inbound/outbound, and transaction driven call center.
· Experience with monitoring queues to ensure proper staffing.
· Innovation - Experience with identifying defects and improving processes.
· Proficient in Microsoft Office, including Word, Excel, Project, and Outlook
· ADP EZ Labor experience a plus
· Business savvy strong interest in general business, technology and process trends
Work Environment:
· Work performed in an office environment.
· Job performed while sitting, watching monitors, and walking the call center.