Call Center Supervisor Hum 9/16

Faneuil Wichita , KS 67251

Posted 1 week ago

Description

The Supervisor position is responsible for overseeing the daily activities of the program and for meeting or exceeding the personal performance measures established for this operational team/work unit. The unit is responsible for performing the following functions; processing orders, account maintenance, records maintenance customer service and complaint/problem resolution.

Essential Job Functions:

  • Utilizes performance management information to supervise, coordinate and schedule the activities of leads and customer service representatives in assisting the manager with the achievement of the designated key performance indicators.

  • Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions.

  • Reviews, approves and maintains time sheets and leave requests for staff.

  • Monitors and documents incoming telephone calls and fulfillment activity and provides continuous feedback to staff.

  • Assures that daily performance measures are available and effectively utilizes this information to manage the work force for continuous improvement.

  • Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements.

  • Performs other work as required and assigned.

  • Identifies problems with the office equipment, systems and general toll issues and communicates or transfers these issues to the proper area for resolution.

  • Coordinates with other units or divisions as necessary to resolve issues.

  • Regularly communicates with other units to foster an effective team environment and assure that these areas are aware of issues that may impact their area.

  • Ensures compliance with state and federal laws, rules and guidelines, and policies and procedures.

Minimum Requirements

Experience Required:

  • High school diploma or equivalent.

  • Six months prior leadership experience.

  • One year prior call center or customer service related experience preferred.

Proficiencies

  • Microsoft Office applications.

  • Excellent written, verbal and interpersonal communication skills.

  • Dependable, accurate and detail oriented.

Final candidates for this position will need to successfully complete drug screening and a background investigation, which may include a criminal and credit check


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Call Center Supervisor Hum 9/16

Faneuil