• Supervisor, Call Center

    Posted: 02/25/2024


    • Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable workforce.
    • Coach and counsel staff and administer appropriate disciplinary action in a timely manner.
    • Complete employee performance evaluations in a timely manner using data to demonstrate staff adherence to call center standards, productivity standards and customer service standards.
    • Provide and ensure staff receive all new hire and annual trainings on time.
    • Participate in the development and implementation of overall Call Center policies and procedures.
    • Prepare, distribute, and maintain a variety of periodic and ad-hoc reports related to productivity metric development and reporting.
    • Determine appropriate measures of quality and report to Call Center leadership to include performance indicators, productivity/service standards and trends.
    • Closely monitor call volume to ensure low abandonment rate, maximize customer satisfaction, and ensure strong network adequacy.
    • Ensure staff manage each call received in a pleasant, professional and helpful manner.
    • Ensure staff receive all new hire and annual trainings on time.
    • Ensure staff scheduling and staffing levels support call volume and operational requirements.
    • Respond to escalated customer issues and collaborate with management in resolving complex issues.
    • Demonstrate professionalism in all interactions, internal and external, while consistently guiding staff in providing exemplary customer service.
    • Perform other duties as assigned.



    • High school diploma or GED equivalent required.
    • Bachelor’s degree preferred.
    • Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving within 7 years.
    Apply at: https://fhcsd.wd1.myworkdayjobs.com/en-US/MAIN/details/Supervisor--Call-Center_R0015368

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