Contact Center Supervisor Jobs

Summary

The Contact Center Supervisor is responsible for the supervision of the front line staff and the coordination of the department workflow. They are responsible to support and maintain contact center traffic (calls, e-mails, faxes, live chat) within established standards and ensure delivery of superior customer service. Maintains knowledge of program activities, changes, issues, and provide input into relevant service wide decisions.

Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision, and guiding principles. Functions as an active Contact Center team member to achieve organization and department goals.

Core competencies needed to be successful in this job include: Approachability, customer focus, timely decision making, patience, personal learning, contract management, change agility, hiring, and staffing.

Must be available to work contact center hours and be flexible to backfill rotating shifts as necessary.

Essential Duties And Responsibilities

• Run and analyze contact volume reporting and adjust schedules as needed.
• Responds to disciplinary situations according to established procedures.
• Identifies individual learning styles and modifies approach to maximize understanding.
• Ensures that CSR’s and UL’s meet or exceed established standards and follow all policies and procedures.
• Monitors calls to observe employees’ demeanor, customer service skills, technical accuracy and conformity to policies and contract standards.
• Manages and prioritizes daily workloads to handle calls and adjust work assignments in response to volume fluctuation.
• Promotes a team environment.
• Approve timecards according to organization and department policy.
• Monitors call traffic: the number of calls in queue, login status of representatives.
• Ensures consistent and accurate data is captured for tracking, analysis, and reporting.
• Audits integrity of data.
• Initiates, researches and recommends process and workflow enhancements to increase efficiency.
• Contributes to the overall effectiveness of Goodwill of the Finger Lakes and the Contact Center department by completing all other tasks as assigned.
• Tracks overall contract performance.
• Trouble shoots computer issues as they arise, notify IT as needed and monitor open/closed tickets with IT department.
• Manages scheduling of CSRs and other direct reports.
• Ensures accurate and timely completion of special projects as awarded.
• Communicates regularly with staff and management to ensure clear understanding and to share pertinent information.
• Maintains an environment that demonstrates respect and support for each individual.
• Manages and responds to all contract traffic (telephone calls, e-mails, faxes, etc.).
• Provides support in establishing and implementing policies, procedures, and training programs.
• Supervises and maintains performance information on direct reports.
• Adjusts shift, lunch and break schedules to maintain adequate phone coverage.
• Recognizes group and individual accomplishments, maintains harmony with employees and resolves grievances.
• Coordinates Job/Contract Specific CSR Training.
• Supervises Customer Service Representatives (CSRs) and Unit Leads (UL).
• Develops training for each contact center job or contract.
• Conducts individual and group instruction.
• Assists in the recruitment and hiring process.
• Prepares and delivers timely performance appraisals in collaboration with Contact Center Manager.
• Provides feedback and regular coaching to front line staff.
• Handles escalated customer issues and answer incoming calls on all various hotlines and contracts if volume necessitates.
• Creates and delivers contract specific reports to appropriate contract customer in accordance with contract requirements.
• Provides feedback and regular coaching to CSR’s and UL’s.
• Establishes, communicates and reinforces quality, performance and productivity standards.
• Communicates any relevant contract changes and/or updates to appropriate staff.
• Ensures consistency of training.
• Approve time off requests in a timely manner and according to forecasted contact volume and contract standards while ensuring proper coverage.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill and/or ability required.

Must be available to work contact center hours and be flexible to backfill rotating shifts as necessary.

Education And/Or Experience

Associates Degree in related field required and 2-3 years of demonstrated increased responsibility in a customer service/call center environment or an equivalent combination of education and experience. Experience with telephony and software systems commonly used for Contact Center applications. Proficiency in Microsoft Office and internet navigation.

Or equivalent combination of education and experience.

Other Skills And Abilities

• Ability to write reports, business correspondence and procedural manuals.
• Ability to supervise a high inbound/outbound call volume environment with integrated technology databases.
• Adaptable and able to move with change while maintaining a positive attitude.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Familiarity with adaptive technology (JAWS and/or Magic) a plus.
• Ability to work and operate under pressure, ability to multi-task and effectively set priorities.
• Strong oral and written communication skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to sit for extended periods of time and to work extensively with computers.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer. Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability