CONTACT CENTER SUPERVISOR

Job Description:

This is a AAA ACA MSC position
REQUIREMENTS:
Leadership / Coaching Provides day-to-day leadership and supervision to contact center associates. Inspires team of call center associates to focus on member relationships and values by developing and coaching associates to provide superior products and services. Assists in coaching team to be able to identify opportunities for up-sell / cross-sell based upon member needs. Fosters a positive call center culture.

Performance Management Completes side by side call calibration and individual coaching with agents. Ensures staff compliance with company procedures. Monitors and evaluates QA and metrics reports of agents' performance and identifies required actions necessary to achieve service level and quality targets. Assists management in preparing employee performance appraisals and reports.

Career Development / Performance & Dialogue Provides on-going dialogue to agents about their performance. Coaches and helps establish Individual Development and Career Plans with agents. Coordinates with Training on career development opportunities for agents.

Issue Resolution Investigates and resolves questions / complaints from members and insiders regarding services they have received and interaction with staff members.

Recruiting / Staffing Partners with Recruiting on making hiring decisions for agents. Conducts training needs analysis on an individual agent and team level.

REQUIREMENTS: BA/BS degree or equivalent experience desired. Progressively responsible experience in a related environment. Knowledge of products and services. Basic mathematical skills to track department expenditures and assist in the preparation of the annual budget. Basic analytical and problem solving skills to assess operations problems and develop solutions / improvements. Demonstrates poise under pressure.

Human Relations Skills: Strong customer service focus. Strong interpersonal skills. Ability to communicate effectively, conduct meetings and deliver formal presentations. Possesses coaching / teamwork / collaboration skills - effective listener, mentors, evaluates and provides training, guidance and constructive feedback to staff.