Supervisor, Contact Center

Benecard Services Inc. • Bonita Springs, FL

8d

About The Position

This position will be responsible for the day-to-day operations within the call center.  Call monitoring, providing coaching and performance feedback, handling escalations, tracking rep and team will be the primary focus of the job.  The Supervisor will also need to answer inbound calls and make outbound calls as needed.  The Supervisor will be responsible for maintaining policies and procedures as well. Work on weekends, nights and some holidays will be required.

Requirements

• Bachelor’s Degree or equivalent work experience is required
• Three years of call center experience, prefer three years of leadership experience in a call center environment
• Ability to provide oversight and lead team to meet day to day operational objectives
• Ability to create, edit and maintain documentation
• Ability to deliver training and employee feedback
• Ability to write business requirements
• Knowledge of Outlook, Excel and Word is required
• Excellent written and oral communication skills are required
• Demonstrated ability to work in a fast-paced environment
• Flexible work schedule as needed to support night and weekend work
• Proven track record of reliability

Nice To Haves

• Knowledge of SharePoint and MS Teams is preferred

Responsibilities

• Meet daily, monthly and annual performance objectives
• Monitor phone calls and provide coaching and feedback to customer service representatives
• Provide ongoing coaching and performance feedback
• Development of training and support documentation to ensure that all call center representatives are properly trained and prepared to service members
• Routine monitoring of call metrics such as Abandonment Rate, Average Speed of Answer, and Service Level
• Report on customer service metrics including call performance and customer satisfaction
• Periodic retraining of staff
• Ensure that customer service is provided in a culturally competent manner and that the language and cultural need of members is being met
• Assist in the development and implementation of customer satisfaction surveys and the subsequent interventions associated with their results
• Conduct Quality Assurance monitoring and scoring
• Provide support for escalated issues
• Respond timely to emails from internal and other departments via the Help Box
• Troubleshoot and resolve complex calls
• Answer inbound phone calls and/or make outbound phone calls as needed, including on the Help Line
• Maintain strong working relationship with co-workers and managers in support of a cohesive team atmosphere
• Be proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficiencies
• Coordinate, supervise and is accountable for the daily/weekly/monthly activities of a team members
• Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and Average Handle Time
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching and feedback to team members, including formal corrective action
• Conduct annual performance reviews for team members
• Provide expertise and customer service support to members, customers, and/or providers
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees