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Call Center Operations Supervisor

Phoenix, AZ

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Description

Join a company that protects against identity theft and manages cyber security.  Bring forth your leadership and experience in a call center that provides an excellent opportunity to grow in the industry.

The responsibilities include:

Resolution Services

  • Coordinate deliverables across internal departments including Resolution Center, Client Development, PMO and Consulting teams
  • Ensure timely communication to internal team members, clients and other third parties
  • Maintain and update processes and practices for all aspects of resolution services including fraud intake calls and quality assurance practices to drive customer and client satisfaction
  • Provide first level of service for escalated calls
  • Provide case and call assistance and guidance to employees
  • Monitor incoming telephone workgroup volumes

Reporting 

  • Monitor and report on team productivity
  • Gather, update and monitor Resolution Center statistics
  • Provide regular updates to management 

Project Management & Client Activities

  • Assist and participate in client presentations
  • Participate and coordinate in client onboarding activities 

People Management

  • Manage all aspects of the employment life cycle for the team including recruiting, hiring, development, and separation
  • Manage and administer corrective counseling/disciplinary actions
  • Manage semi-annual employee performance reviews
  • Ensure corporate messages and departmental issues are properly communicated to team
  • Take action to enhance employee engagement and promote a positive work environment
  • Actively participate in management discussions
  • Establish individual and team goals across assigned team

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Job Requirements

  • Bachelor degree in Business, Management or related field preferred
  • 5+ years in a fraud or breach investigation or resolution role
  • 3+ years prior call center team leader / supervisory experience preferred
  • Proficient in Microsoft Office products and internet navigation
  • Able to guide, motivate and support advocates
  • Exhibits behaviors that support company guidelines and policies
  • Strong interpersonal skills
  • Strong customer service skills
  • Strong verbal and written communication skills
  • Excellent organizational, time management and multi-tasking skills
  • Displays strong attention to detail
  • Able to work independently and in a team environment
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