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Call Center Supervisor - Work From Home

Call Center/Customer Service

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Location: El Paso, TX, United States
Job ID: 2019-15312

Job Description

Call Center Supervisor

 

Summary:

Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Specialists supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Call Center Supervisor utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.

Essential Job Functions:

  • Supervises, coordinates, directs, and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors.
  • Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectation.
  • Handles complex and escalated customer service issues.
  • Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement.
  • Conducts monthly touch base meetings with each team member regarding their previous month’s performance.
  • Prepares and delivers performance reviews for assigned team members.
  • In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices.
  • Creates and maintains a positive, respectful work environment for the team members.
  • Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed.
  • Manages volume for managed partners and works with Operations Manager to strategically increase volume.
  • Maintains and manages Outbound, DM Callbacks and SMS databases.
  • Supervises SMS team and explores ways to improve conversion percentages and increase donor opt-ins.
  • Takes lead on process improvement initiatives to ensure deadlines are met and reports results to managers.
  • Perform administrative duties on the Genesys calling platform.
  • Updating and auditing internal documentation and partner websites.

 

Required Knowledge, Skills and Abilities:

  • Communicates effectively, cooperatively and persuasively.
  • Nurtures a cooperative, team-oriented environment.
  • Treats all team members and donors with respect and dignity.
  • Prioritizes and executes tasks within a fast-paced environment.
  • Ability to develop, evaluate and motivate team members.
  • Exceptional problem-solving skills.
  • Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management.
  • Working knowledge of Access, SQL and other database software.
  • High level organizational skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Ability to understand and assist all call center departments.

 

Minimum Required Education, Training and Experience:

  • High School Diploma and two (2) or more years of experience in a high-volume call center environment.
  • Two (2) or more years of experience in a supervisory role preferred.
  • Experience in a blended call center, inbound and outbound call handling, a plus.
  • Proficiency in MS Office and Internet Explorer.
  • Flexibility in schedule which may include nights, weekends, and holidays.

 

Physical Requirements:

 

  • Must be able to sit, stand and walk for extended periods of time.

FLSA Status

 

  • Non-Exempt.

 

Tools and Equipment Used:

 

  • Laptop or desktop computer, phone, headset, webcam.

 

Travel:

 

  • No travel required.

 

Work Address:

 

  • This position is remote, candidate must reside in El Paso, Texas.

  

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

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