AH Customer Service Representative

SUMMARY: Supervise staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives.

ESSENTIAL FUNCTIONS

Ensures adherence to Call Center Policies and Procedures. Ensure calls are handled efficiently, accurately, and in a timely manner. Assists staff in resolving complaints or escalated calls. Coach and mentor staff to achieve optimum performance levels. Monitor personnel performance and participate in employee performance reviews.

Responsible for staff scheduling to include: employee training/re-training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. Work with Call Center Manager to analyze call center volume. Make recommendations to staffing levels in order to meet Grade of Service goals.

Communicate and coordinate with other Supervisors to ensure Call Center performs as a cohesive unit and meets performance goals. Complete human resource paperwork. Other duties as assigned.

REQUIRED SKILLS

AND ABILITIES Ability to work well with people. Strong leadership skills. Exceptional organization and time management skills. Positive attitude, good judgment, and strong work ethic. Demonstrate excellent interpersonal communication skills. Strong computer skills. Proficiency and speed working in all Microsoft Office products.

Strong organizational skills, including time management and documentation. Knowledge of telephone call center systems. QUALIFICATION Associate’s Degree from an accredited college or university and/or commensurate experience in the areas of call center supervisory position. Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).

Previous supervisory experience preferred; at least two or more years of Customer Service experience in a Call Center environment.