Supervisor, Call Center

Responsibilities:

• 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.

Requirements:

• 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.