HR Call Center Supervisor Job in Northbrook, Illinois US
HR Call Center Supervisor
This role organizes and directs the activities of the Customer Care Specialists (Level 1) and Case Managers (Level 2) in order to maximize their contributions while maintaining appropriate efficiency levels. This role will ensure incoming inquiries are answered in a timely manner and customers receive the information and assistance they are seeking. Supervisors will intercede on complex issues to resolve them as quickly as possible. This role is responsible for screening, hiring, developing, monitoring and performance managing contact center employees Key Supervisor responsibilities include: Responsible for managing day-to-day contact center operations by monitoring workflow, preparing and reporting work condition, tracking service gaps and implementing resources to ensure optimal service levels Collaborates closely with contact center support teams (Trainer, Workflow, QA, Process ) to ensure resources are aligned to deliver optimal service Performs quality assurance spotchecks to ensure Specialist, Case Managers meet the established guidelines Responsible for the growth and development of employees through training, guidance and coaching Establishes goals and evaluates employees performance and potential; provides recommendations for promotions and transfers Conducts checkpoint and year-end performance review meetings Makes recommendations on salary/merit increases and spending for employee development Serves as a role model for front-line employees by demonstrating a high level of commitment to achieving company and department goals?behaving consistently with Allstate?s ethical standards Identifies individual and team performance trends Responds to escalated complex inquiries regarding interpretation of policies, procedures, rules and regulations Reviews existing procedures/processes and operational metrics to recommend process improvements to appropriate leadership Conducts compliance audits and evaluates results Ensure the call center?s compliance with company policies, procedures and requirements Assists with training employees and developing measurements to evaluate the effectiveness of new training and processes Develops annual budget plan and gains approval from AHRCC Operations Manager Develops and maintains effective working relationship with internal and external parties Works closely with leadership team to make recommended improvements to the center Manages work condition and resources for all employee in/outbound calls, escalations for the center Works with other centers (Allstate Technology Support Center, Allstate Benefit Center) to coordinate work flow issues impacting the center Works with the Quality Assurance/Trainer to perform spot-checks and audits to evaluate and improve operational performance and quality of their team (Level 1 customer care specialists and Level 2 case managers Based on trends in quality identified by the Quality Assurance, the supervisors will identify the root causes and develop action plans to remediate Works with the Quality Assurance (who analyzes gathered data) to identify potential causes and how to proactively manage Responds to escalated complex inquiries (handling rather than investigating like the Subject Matter Expert) Prepares resources to support policy and program changes