Anyone looking for a job in Vegas? Job Title: Call Center Supervisor Reports to: Assistant Call Center Manager Location: Las Vegas, NV Job Description: The Call Center Supervisor monitors daily operations within the Las Vegas call center to ensure that candidates receive superior service. The person selected for this role will be responsible for the supervision of CSRs and Lead CSRs. Must demonstrate a strong level of call center knowledge and have a commitment to quality and consistency. Coach, lead, and develop CSRs and Lead CSRs while preparing reports and plans of action to fulfill call volume, service levels, and hold time requirements. Position Duties and Responsibilities: · Drive team performance to provide a consistently outstanding candidate experience that meets or exceeds center performance expectations · Conduct effective team meetings, facilitating learning, group participation and impact · Maintain culture of learning and accountability for performance · Motivates CSRs and Lead CSRs to offer the best service possible while firmly maintaining internal business rules · Coach CSRs and Lead CSRs to address specific areas of focus or performance concern · Serve as a resource for CSRs and Lead CSRs for candidate call escalations and general candidate service questions · Mentor CSRs and Lead CSRs to become proficient within organizational structure and goals · Work effectively and efficiency with peer Supervisors. Support teamwork within the call center leadership team. · Review and approve employee time sheets to ensure accurate payroll processing. · Schedule, plan and facilitate one-on-one and team bi-weekly meetings with staff · Provide floor support for new training and program roll outs · Maintain flexibility for schedule changes based on business needs · Monitor call volume metrics and prepare work schedules accordingly. · Proactively manage real-time call volume to ensure that call center calls are answered in a timely manner. · Monitor call distribution system to ensure that calls are routed to the correct departments · Review performance of all CSRs and Lead CSRs to identify staff training needs · Maintain up-to-date knowledge of company polices and issues · Focus on solutions rather than barriers · Assist the Assistant Manager, Candidate Services in managing daily work flow for several departments within the call center including but not limited to at home remote CSRs, foreign language departments, special ADA accommodation exam scheduling, quality assurance and book store sales · Participate in the development and implementation of call center Quality Improvement plans · Identify ways to improve overall team performance; taking initiative to identify areas of opportunity; receptive to and able to appropriately incorporate feedback · Administer progressive disciplinary action when necessary to address call center staff performance deficiencies · Respond to escalated customer issues, including fielding escalated calls in the call center. Resolve customer complaints. Daily tracking and resolution of call center complaints received over the phone and through online web services · Work to maintain and protect the company’s reputation and creditability · Maintain the confidentiality of sensitive personnel information · Respond in a timely manner to external customer issues and internal staff issues. Requirements: · High School degree or equivalent required; 4 year degree preferred · Minimum 2 years of supervisory experience, highly preferred in a customer service call center environment · Strong verbal and written communication skills · Proven problem solving, analysis, and resolution skills · Above average computer skills to include Word, Excel, Outlook and Power Point · Able to work weekends when needed Physical Requirements: This position requires the ability to sit for long periods of time and multi-task. Hear and converse clearly over the telephone, and key frequently on a computer. Regularly uses vision to focus on computer. This is a semi-sedentary position working in a fast-paced call center environment. Posting responses should be received by close of business Thursday, April 10, 2014. To apply for this position, please send resume and cover letter to HRIS@psionline and include the word ‘Supervisor’ in the subject line.
Posted on: Thu, 03 Apr 2014 23:56:28 +0000
Trending Topics
Recently Viewed Topics
© 2015