Special Services Supervisor - WI

800x600 Normal 0 false false false EN-US X-NONE X-NONE Microsoft. Internet. Explorer4 LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT SUMMARY: Coordinate department activities and special projects. Supervise staff in accordance with company policies and procedures.

ESSENTIAL FUNCTIONS

Coordinate department activities and special projects to ensure quality and meet timetables. Evaluate department processes. Recommend and coordinate needed changes based on process analysis. Direct staff in the development, analysis, and preparation of reports. Supervise staff in accordance with company policies and procedures.

Assist staff to resolve complex or out-of-policy operation problems. Conduct quality assurance calls with facilities to determine the level of service and make adjustments as necessary Attend meetings with facilities as necessary Conduct interviews, hire new staff, and provide employee orientation. Coach and provide career development advice to staff.

Establish employee goals and conduct employee performance reviews. Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. Schedule and conduct staff meetings. Responsible to meet department productivity and quality goals.

Communicate with other Supervisors and Managers. Serve on committees and teams as a department representative. Complete human resource paperwork. Other duties as assigned.

QUALIFICATIONS

Two or more years of Customer Service experience in a Call Center Basic reading, writing, and arithmetic skills required Demonstrated excellent interpersonal communication skills Knowledge of creative educational and training techniques Strong leadership skills Strong computer skills. Proficiency and speed working in all Microsoft Office products Demonstrated ability to assess individual and departmental needs and execute effective strategies to address those needs Strong organizational skills, including time management and documentation Knowledge of telephone call center systems MINIMUM REQUIRED EDUCATION: High school diploma or equivalent.