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Call Center Supervisor

Denver, CO

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Description

JOB SUMMARY: The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements.

 JOB RESPONSIBILITIES:

  • Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Perform tasks to assure project and program service level requirements and goals are met
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Participate in meetings and recommend changes to policies and procedures
  • Support and enforce contact center expectations 
  • Assist with escalated issues or cases as needed
  • Evaluate employee key performance indicators and identify training needs and development opportunities
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency 
  • Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems 
  • Participate in the work of subordinates to facilitate producti

Job Requirements

EDUCATION/EXPERIENCE:

  • A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree; 4 years’ experience in a supervisor role, preferably in a call center or customer service environment required;
  • Ability to manage a high level of confidentiality
  • Proficient in Microsoft office suite
  • Excellent organizational, written, and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently
  • Must be able to remain in a stationary position for an extended period of time
  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
  • Work is constantly performed in an office environment.
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