Contact Center Supervisor Jobs

Description

DiRAD Technologies, Inc., a leading communications solution provider, is growing again! We’re looking for a dedicated Contact Center Supervisor to take our operation to the next level. Our clients include DiRAD’s users of our technology platforms, in addition to contact customer service and answering service clients.

Primary Responsibilities

Implementation Phase

Including (but Not Limited To)

The immediate and primary role is to assist Contact Center Director with fast-paced implementation/operational readiness activities/tasks for a new Contact Center assignment.

• Documentation development (policies, procedures, workflows, job aids, etc.) and administrative tasks
• Assist with training and quality control planning/development.
• Plan and develop operational business processes to align with Service Level Agreements and contractual requirements.
• Assist with recruiting and onboarding of new staff.
• Partner with the client and cross-functional teams to facilitate and execute implementation activities for operational readiness.
• Any other readiness tasks/activities as requested by Contact Center Director

Operational Phase

• Oversee an assigned team of onsite and/or remote Contact Center Representatives; monitor and address attendance and scheduling (i.e. time-off, callouts, etc.), employee performance and conduct, as well as performance metrics and report any issues to the Director.
• Assist with documentation development and maintenance (both internally and in collaboration with client)
• Attend meetings with DiRAD Partners/Director of Contact Center Operations/Clients
• Partner with the Director of Contact Center Operations in managing daily operations of the Contact Center, ensuring a successful team and positive working environment.
• Assist with tasks as delegated by Director of Contact Center Operations
• Identify needs for process improvement and present them to the Director of Contact Center Operations
• Review Contact Center Representatives weekly timecards in Paychex Time and Attendance; make necessary edits/corrections; approve all CCR timecards by the bi-weekly payroll deadline
• Assist with planning and implementation activities associated with new projects such as, working with the team through planning and go live, development of processes and procedures, onboarding activities for new hires, and training.
• Aid with Contact Center Representative development by providing training and coaching
• Respond to escalated calls/issues and support quality control activities
• Maintain a level of understanding and knowledge as a “subject matter expert” (SME) on content, processes, and procedures for your assigned program(s).
• Oversee performance management; provide insight into employee performance through observation and quality control reviews; support team member development by providing coaching and guiding team members daily; ensure performance management improvement plans are being followed and reviewed; bring quality control issues and/or poor performance issues to the Director.

The responsibilities listed above may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of DiRAD Technologies, Inc.

Requirements

Education:

• High school diploma or equivalent required
• Certified Call Centre Manager (CCCM) or equivalent certification is a plus
• College Degree in a field related to business a plus

Experience

• Proficient in Call Center CRM software (i.e. Genesys Cloud, AWS/Amazon Connect) and with equipment
• Proficient in documentation development and maintenance (strong written skills)
• Project Management experience is a plus
• Working knowledge of performance evaluations and call center metrics
• Proficient in MS Office (Word, Excel, SharePoint)
• Previous experience in call center supervisory or management role
• Proven experience with customer service

Other Key Attributes

• Ability to work independently to identify and implement processes, procedural needs and improvements
• Ability to identify and solve problems accurately and efficiently
• Strong interpersonal skills
• Ability to adapt to and execute tasks associated with new projects/assignments on a short timeline.
• Excellent organizational and leadership skills
• Outstanding verbal and written communication skills
• Positive and patient

Perks/Benefits

• 401(k) Plan with Company Match
• 12 Observed Holidays
• Employee Assistance Program
• Vacation, Personal & Sick Time
• Medical, Dental & Vision Insurance