Contact Center Supervisor Jobs

Do you value care management and quality improvement?

Assists in the training of customer service staff and conducts customer service staff performance management sessions.

Consults with management staff on complicated or complex unresolved issues or precedent setting decisions.

Proficient in call center technologies/customer service management systems.

Are you an experienced Customer Service Supervisor looking for a new challenge?

Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria.

Leadership 5 or more years management or equivalent leadership experience, preferably in a call center.

Coaches, trains, and develops direct reports with support from senior contact center management.

Proactively, identifies, resolves, and escalates concerns (employee, system, or customers) as needed, with support from senior contact center management as needed.

Call Center Experience 5 or more years

Education Bachelor’s Degree or higher.

Plans and conducts periodic team communication meetings.

Education. you have at a minimum, a high school diploma or equivalent.

Remote. this position works 100% from a dedicated home office.

Regular. this is a full-time direct hire position.

A Qualified Virtual Contact Center Supervisor Will Supervise a Team Of Guides And Has

Strong computer skills, preferably with Microsoft Excel, Word, and Outlook.

Answer incoming customer phone calls and take appropriate action for each call.

Make outbound calls to schedule, reschedule, or cancel appointments.

Maintain customer satisfaction by answering calls quickly and making outbound calls.

Demonstrate concern for patients’ problems. Present a friendly, caring manner to put patients at ease.

Input data into the company’s computer system to maintain an accurate log of each interaction.

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Experience with Knowledge Management systems

Knowledge of principles, methods, and practices of adult education/training

Assure interactive, participative learning environment that supports all learning styles and abilities.

Monitor learner progress, administer knowledge checks and post-training learning assessments, and escalate issues as needed.

Model our Culture and Values to facilitate employee engagement and an exceptional Employee Experience.

3 years in training role with experience delivering training virtually or supervisory/lead role in a contact center environment leading virtually

Strong change management skills to be able to quickly adapt to change and incorporate new or updated information into workflows.

Skilled in conflict management and resolution and ability to manage issues swiftly and with positive outcomes.

Possess and exhibit excellent analytical, prioritization and time management skills.

Prior experience leading contact center operations and experience with call management systems and related statistical data required.

Excel at workforce management to achieve and maintain operational efficiency.

Ensure exceptional member service. Offer industry knowledge and training to provide better member satisfaction.

Prior experience as an office manager or shift supervisor is ideal

Fulfill supervisory responsibilities over Center Assistant team

$40000 - $45000 / year - based on qualifications

RBT Certification helpful, but not required

Delegate center tasks as needed

Complete center orientation for new hires

Support management in driving strategic direction at the lead and staff level.

Associate's Degree or the equivalent work experience plus a minimum of one years of experience in a lead/supervisory role.

A minimum of 2 years of experience in operations, preferably in the medical, insurance or healthcare field is also required.

Knowledge of Excel, Word and Outlook is also required.

Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.

Advancement opportunities, professional skills training, and tuition Reimbursement

Prior supervisory/managerial experience preferred. Fluent Spanish speaking skills are preferred.

Ability to establish and maintain effective working relationships from various levels of management

Demonstrated experience in general state tax law knowledge and payment plans with an understanding of departmental policies and procedures

Possess excellent oral and written communication skills

NC Department of Revenue Internal Posting******

Ability to effectively lead a group of employees and demonstrate good judgment

Ability to multi-task, strong time management/interpersonal skills

Three (3) years customer service experience with general knowledge of procedures and regulations, computers, and software common to telecommunications industry

Working knowledge of Excel, database entry, and filing.

Security, law enforcement and/or correctional experience

Exceptional oral and written communication skills

Knowledge of computers and software common to telecommunications industry

Forecast volume changes and requirements using a workforce management model

Oversee day-to-day departmental administration by coaching and motivating managerial staff and departmental personnel to make maximum use of experience and skills

Resource and project management skills

Strong leadership and internal stakeholder management skills and the proven ability to drive organizational change

Management skills in an operationally changing environment, with drive for results and success based on planned

Resource management skills with the ability to develop an enthusiastic and positive work climate

License, Certification, Education or Experience:

Associate’s degree or equivalent combination of education and experience

Knowledge of Cisco Call Manager system

Ability to manage multiple priorities and direct activities

Demonstrates problem-solving skills and deals with new situations with flexibility and creativity

Effective customer service and staff development skills

Expertise to run engaging workshops to complete the requirements.

Exceptional critical thinking, technical problem-solving, troubleshooting, and research skills

Must have demonstrated experience integration with other CRM and ticketing systems.

Natural flair of training end users to effectively use the software.