avature
Supervisor - Call Center (Temporary, Remote Lawrence, KS)
Maximus
Remote, USA
Full-time
Mid · 3+ years experience
Remote
Discovered 2 days ago
Free
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Description & Requirements
- Essential Duties and Responsibilities:
- - Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- - Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
- - Develop work schedules and assign duties to direct report personnel to ensure efficiency
- - Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- - Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
- - Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks
- - Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- - Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
- - Participate in meetings and recommend changes to policies and procedures
- - Assume leadership responsibility for departmental tasks and call center activities as required
- - Support and enforce call center expectations
- - Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- - Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership
- - Maintain a high level of confidentiality while performing all work tasks - Perform other duties as assigned by leadership.
Minimum Requirements
- - Bachelor's degree in related field.
- - 3-5 years of relevant professional experience required.
- - Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.
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