Call Center Supervisor

Centuria•Bethesda, MD

2d•Onsite

About The Position

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

Requirements

Eight (8) years progressive customer service experience with a minimum of five (5) years’ experience as a team lead or supervisor in a call center, preferably in the medical industry.
Management experience in a 24x7 call center is preferred.
Candidate will work on-site.
Must be able to obtain a Public Tust

Nice To Haves

SPOK and Avaya platform experience is preferred.
Knowledge of SPOK and Avaya platform preferred.
Bachelor's degree preferred but High school diploma or equivalent is acceptable.

Responsibilities

Experience managing a customer contact operations function focused on inbound call processing.
Experience developing staffing strategies and implementing staffing plans within a 24x7 call center environment.
Strong analytical and organizational skills with excellent attention to detail.
Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations.
Process improvement and standards development.
Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.
Empower team to be fully functional and productive by working in close cooperation across roles and functions, internal and external to the technology team
Promote continuous improvement by frequent operational interactions and assessments
Strong verbal and written communications skills
Report status to customers and sponsors