Call Center Supervisor
Computer World Services (CWS)Corporation

Barbourville, Kentucky

This job has expired.


Job Description 

Summary 

The Supervisor takes direction from the Operations Manager (OPS) and assists OPS Manager and Work Force Manager (WFM) in the development and administration of operational schedules, client performance requirements, and development of staff. The Supervisor directly supervises Customer Service Representatives (CSRs) and assists in the hiring process. The Supervisor interacts daily with subordinates or peers within similar or related functions, following processes and operational policies in selecting methods and techniques for obtaining solutions.   

 

Performance Measurements 

  • Responsible for monitoring the real time performance of the call center and meeting customer’s SLAs 
  • Provides leadership and direction to the CSRs and uses phone and side-by-side- monitoring to develop CSR skills and competencies 
  • Maintains an environment that motivates CSRs toward achieving maximum results 
  • Assists the OPS Manager and WFM to administer staffing plans 
  • Understands established procedures and policies 
  • Ensures established procedures and processes are followed by the CSRs and that performance, quality, productivity, and attendance standards are met 
  • Meets monitoring goals set, and maintains an environment that motivates staff  
  • Adheres to work schedule 

 

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Language Skills 

English - Good spelling, grammar, speech—verbal and written 

 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. There are no extraordinary physical demands for this position, beyond those expected in a normal office environment. 

 

Key Tasks and Responsibilities  

Essential Duties and Responsibilities 

Includes the following; other duties may be assigned: 

  • Opening and/or Closing the Call Center 
  • Assist, when needed, with managing the real-time performance of the call center 
  • Responsible for meeting customer’s service level requirements 
  • Assists WFM in the development and administration of CSR schedules 
  • Assists in meeting all client deliverables 
  • Understands and follows project policies and procedures and ensures procedures and policies are followed by CSRs 
  • Uses monitoring, coaching, and positive reinforcement to develop  CSR skills 
  • Ensures CSRs remain up-to-date on any new project changes/developments 
  • Ensures CSRs remain up-to-date on any company communications/changes  
  • Maintains attendance records and performance data of CSRs 
  • Oversees payroll entry/submission, and incentive program facilitation for CSRs 
  • Assists in the hiring process by conducting interviews of potential candidates 
  • Assists Quality Assurance staff with refresher training 
  • Exhibits professional and positive behavior toward the project and co-workers 
  • Performs clerical or administrative duties as assigned 
  • Provides surge coverage on telephones when needed 
  • Performs clerical or administrative duties as assigned 
  • Completes Client and CWS annual training in a timely manner. 

 



Education & Experience  

  • Minimum of high school graduate or equivalent 
  • Experience (3 years) in a lead role in a fast-paced call center environment (prefer experience in Quality Assurance, Quality Control, or Process Improvement experience) or, 
  • Hands-on experience as a LEAD on the FBI NICS program.  

Certifications  

  • Minimum of high school graduate or equivalent 

Security Clearance  

  • Must be able to obtain and maintain an FBI Escorted Clearance 
  • Complete annual Security Training 

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

Safety and Health 

The OPS Manager must follow established safety rules, maintain a neat and clean work area, operate all machinery and equipment in a safe manner, and report any unsafe acts or conditions to his or her immediate supervisor. 

 


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