Customer Service Supervisor

Shrewsbury, MA

Post Date: 05/10/2017 Job ID: 2552195 Industry: CSR
Under the general direction of the Contact Center Manager, the Contact Center Supervisor is responsible for oversight of day-to-day activities within the Contact Center. The Supervisor monitors and coordinates work efforts across all programs to ensure that agreed upon service level metrics are being attained throughout the Contact Center. The Contact Center Supervisor is the primary resource for all Member Services Representatives (MSRs) and must be prepared to handle escalated issues and calls, as requested or deemed necessary by the Supervisor.Each Supervisor is assigned direct performance management oversight of a team; however, the Supervisors share in the responsibility for delivering quality service throughout the Contact Center. Supervisors must openly communicate with one another and provide feedback and assistance where it is needed. The Supervisors serve as a constant role model of behavior for the MSRs and must maintain professionalism, positivity, collaboration and a high level of quality.Contact Center Supervisors are required to work a variable schedule, which spans all hours of operation within the Contact Center. Shifts are scheduled based on business needs and hours will include mornings, evenings, overnights, weekends and may periodically require holiday coverage. In order to maintain coverage for all programs that operate, Supervisors must maintain a sufficient level of knowledge and understanding of each program so that they are able to assist MSRs.Directly oversee daily activities within the Contact Center: Provide staff with work assignments: inbound or outbound, general direction, support and provide ongoing feedback regarding performance; Organize daily workflow and scheduling needs with Workforce Management (WFM) in order to consistently achieve required client service levels and maintain compliance with established policies and procedures; Participate in all Human Resource / Payroll functions including hiring, evaluating, exercising corrective action, processing timesheets and coordinating trainings.Resolve escalated calls / issues from MSRs and clients for all Contact Center programs; Maintain effective and ongoing communication with the other Supervisors to ensure consistency and a level of high quality through the Contact Center; Monitor call activity and workload through the Contact Center and collaborate with Workforce Management on the best utilization of resources; Act as liaison to other internal departments.As needed, coordinate work efforts between Contact Center staff and other areas of the Operations.As needed, participate in / lead cross-training initiatives amongst supervisors and act as a backup for other supervisors; Provide backup coverage for Contact Center Managers, as needed; Contribute to staff development and morale by: Participating in team building activities; Initiating ideas for building morale and recognizing high performers; Effectively and fairly managing unsatisfactory performance; Actively participate in quality control / quality improvement initiatives; Contribute to new business development initiatives as requested; Attend and participate in and/or lead meetings and training as directed.Perform various analytic tasks including tracking activity, identifying trends, and gathering statistical information for reports.Perform other similar and related duties as required or as directed.Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines.Comply with established departmental policies, procedures and objectives.Comply with all health and safety regulations and requirements.All responsibilities are essential job functions unless noted otherwise.Bachelor s degree or equivalent work experience; Minimum 5 years of customer service experience with at least 2 years of experience in a leadership role; Must read, speak and write English fluently; Bi-lingual proficiency preferred (Must read, speak and write Spanish fluently); Must be available to accommodate a variable work schedule rotation which includes; morning, mid-day, evenings, overnight, weekends, and holiday assignments; Proven ability to manage projects and resources within the boundaries of strict service level requirements; Demonstrated ability to work effectively within multidisciplinary groups; Must have flexibility to work Sunday-Saturday: 7: 00am 3: 30pm (1st shift), 3: 00pm 11: 30pm (2nd shift), 11: 00pm 7: 30am (3rd shift); Must have flexibility to work when necessary to provide cross coverage over 1st, 2nd and 3rd shifts.Skills: Strong leadership and interpersonal skillsStrong organizational and resource management skillsSound judgment and ability to make decisionsOutstanding customer service skillsExcellent verbal and written communication skillsStrong analytical skillsExercises professional behavior and discretionProficient in general computer use and navigationAbility to utilize standard Microsoft software (Word, Excel, PowerPoint)

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