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Call Center Supervisor

Call Center/Customer Service

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Location: Honolulu, HI, United States
Job ID: 2019-3461

Job Description

Call Center Supervisor

 

Summary:

Reporting to the Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives 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

 

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
  • High level organizational skills and attention to detail
  • Excellent written and verbal communication skills

 

 

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:

 

  • Remote

 

 

 

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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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