Supervisor Contact Center

Number of Job Openings Available:

1

Date Posted:

May 30, 2024

Department:

16008775 Customer Exp Ctr Care Nav

Shift:

Day (United States of America)

Shift Length:

8 hour shift

Hours Per Week:

40

Union Contract:

Non-Union

Weekend Rotation:

Occasional

Job Summary:

Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance. Provides exceptional customer service and resolves complex escalations from all consumers.

The Customer Experience Center is a 24-Hour a day 7 day a week operation.

Key Position Details:

• Flexibility with work location, may include working on-site at Coon Rapids Customer Experience Center

• Position is variable with start times (8-hour day/evening shifts)

• On-Call and Weekend rotation are part of expectations in this position (flexibility is a must for our department success)

• Benefit Eligible

Job Description:

Principle Responsibilities

• Daily operations

• Monitors call center performance using identified tools.

• Identify and document key performance criteria using business requirements documentation and project plans.

• Facilitate knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.

• Recommend agent skill level, training requirements and other specialized needs.

• Estimate volume and work activities that drive cost and staffing requirements.

• Monitor queues.

• Internal and external team projects, committees and work groups.

• Special projects as assigned.

• Supervision of employees

• Review service observations for agents that are calibrated and audited for performance.

• Coordinate with other supervisors to provide direction and client perspective.

• Reinforce use of all reference tools, SOPs, trained workflows, compliance and self-service tools.

• Provide call coaching, development and performance.

• Lead daily huddles.

• Hiring and onboarding of new employees.

• Train, orients and maintains competencies for employees.

• Maintains scheduling, time off approval and timecard sign-off.

• Performance management of employee, including performance reviews.

• Quality Monitoring and Problem Resolution

• Reinforce quality criteria that is measured for each program/service line.

• Query systems for contact history, call recordings, work flow, etc.

• Review performance on call metrics and contact handling to insure compliance.

• Identify problem areas and recommend solutions.

• Resolve escalated issues in a timely manner.

• Other duties as assigned.

Job Requirements

• Bachelor's degree in business, marketing, finance, communications or related field preferred

• Associate's or Vocational degree and 2 years of related experience required or

• 4 years of related experience and must commit to enroll in an Associate's program within 6 months of hire and obtain an Associate's degree within 4 years of hire required

• 2 years of leadership experience preferred

Physical Demands

Sedentary:

Lifting weight Up to 10 lbs. occasionally, negligible weight frequently