Call Center Supervisor - Work From Home

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.