Call Center Supervisor

McAllen, Texas
Customer Service & Call Center
Job Type
US$ 21.00 per hour, $21 per hour + none
Ref. Number
Loredo,Maria, Spherion
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Job 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.
Essential Job Duties:
- Provide supervision, development and coaching of CSR's to ensure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals, including performance reviews and appraisals
- Perform tasks to ensure project and program service level requirements and adherence goals are met.
- Facilitate and deliver CSR training as required under department guidelines depending on business needs, on a very limited/short-term basis
- Attend calibration sessions for the purpose of keeping current on quality changes and attend meetings to keep current on changes made to policies and procedures, including the following areas: attendance, adherence metrics, quality metrics, corrective actions and separations, then follow and implement said changes
- Support and enforce contact center expectations as well as departmental and corporate policies and procedures through daily, weekly, monthly, quarterly, and yearly reports based upon project management requests
- Log in to CSR queues (phone or chat) as required during high contact volume and/or all hands on deck status
- Evaluate employee key performance indicators and identify training needs and development opportunities
- Work closely with local Human Capital department on creating and delivering all types of corrective action plans for all CSR's, recommend termination when appropriate to senior leadership and assist with suspension/termination of employees when necessary
- Manage the daily timekeeping system for CSR's depending on business needs
- Perform other duties as assigned by leadership

Working hours: 40

--High school diploma or GED required
--Bachelor's Degree from an accredited college or university required or equivalent work experience preferred
--At least six (6) months of supervisor or leadership experience required
--At least two (2) years of customer service, leadership and team interaction skills required
--Experience with, or knowledge of, the Medicare program and health insurance industry preferred
--Ability to manage a high level of confidentiality and experience handling PHI and PII
--Proficient in Microsoft office suite with an emphasis on Excel
--Excellent organizational, analytical, written, and verbal communication skills
--Excellent time and people management and problem-solving skills
--Ability to communicate effectively in English, both verbally and in writing, along with bilingual abilities
--Ability to use good judgment, make independent decisions and proactively problem solve as required
--Ability to perform comfortably in a fast-paced, deadline-oriented work environment
--Ability to work as a team member, as well as independently

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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