Call Center Supervisor

Summary of Position The Supervisor directs the activities of the Customer Service Representatives (CSRs) and Leads providing supervision, training and work direction to staff. Essential Job Requirements Monitors and evaluates the performance of CSRs and Leads to ensure prompt, knowledgeable and courteous customer service.

Provides coaching, counseling and guidance to CSRs and Leads for ongoing improvement to customer service. Makes recommendations to management concerning transfers, promotions, discipline, hiring and termination. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals.

Analyzes staffing levels and call center trends to ensure that staffing levels are efficient in order to maintain project goals and objectives and meet operational effectiveness. Monitors CSRs and Leads time and attendance by maintaining attendance records, including excused and/or unexcused absences, late arrivals, and early departures with all related information entered on the attendance record.

Assists the Sr. Operations Manager with daily operations. Reviews daily reports to identify training opportunities and successes for CSRs and Leads providing feedback in a timely manner. Writes and administers performance reviews for skills improvements. Communicates and follows up to ensure CSRs and Leads are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.

Attends management meetings to set performance goals, review call center progress. Develops and implements action plans to achieve daily and monthly goals. Proficient in Call Center Policy, state & Court computer systems Provides accurate information to inquiring parties and other agency staff. Ensures the confidentiality of all information while performing work tasks.

Accepts escalation calls that cannot be resolved by CSRs or Leads to address and resolve caller issues. Actively assists with taking calls. Regular and timely attendance Other duties as assigned Required Education Equivalent to an Associate’s degree from a college or vocational training institute in a relevant field. Required Experience 1 year of call center supervision is strongly preferred.

1 year of work experience administering child support enforcement or related community service programs preferred.