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Call Center Supervisor

  HiringMirror

 

Skills : Java,IT Proficiency

 

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development?

 

 

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do :

The Supervisor provides departmental leadership and supervision of contact center employees, and the position requires strong communication and leadership skills with the ability to prioritize and delegate effectively to ensure quality, customer experience and performance metrics are met. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. The supervisor will report to the Customer Service Manager. They may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team.

Supervise a team of 10-20 Call Center Agents

Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work.

Monitor CSR quality and performance of assigned projects and departmental goals.

Respond to priority requests for information or escalated issues

Assist in developing and administering training.

Participate in command center discussions to review metrics and brief out operations

Participate in team meetings and offers feedback to/from staff

Ability to work flexible shifts (could include weekends and holidays)

The team
 Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The Contact Center focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. We achieve this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications

Required:

High School Diploma/ GED Required

4+ years of Call Center/Contact Center experience

2+ years experience as a Supervisor or Manager with a team of 10+

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Ability to work remotely or work from home

Preferred:

Bachelor's Degree

Prior Management experience in a healthcare setting.

Strong customer service skills

Ability to multitask and adapt to shifting priorities

Previous experience documenting in electronic health records

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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