Call Center Supervisor (WSDOT)

Job Description:

Job Summary

Position will end in mid January 2020.

The Call Center Supervisor is responsible for supporting the call center representatives to ensure the service provided to the patrons exceeds expectations while meeting all required KPI’s.  The supervisor will provide coaching on-the-floor assistance to staff as well as assist with recruiting and workforce management to meet service level objectives. The supervisor works directly with the trainer in the administration of training programs for new hires and existing staff.

As a member of management, the Call Center Supervisor is expected to maintain above average attendance record.  The supervisor must be available to cover any shift during the service center hours which currently operate from 7am-6pm Mon-Fri and 8am-1pm Sat. based upon needs of the business the Supervisor may be required to also work outside of these hours.

Supervisors are assigned a team of call center agents and call center leads for which they will be responsible for all aspects of their employment including performance management, policy adherence and career development.

General Responsibilities

• Must be able to work at multiple sites
• Be available to drive the productivity of the teams
• Monitor queue and track inbound calls, keeping agents of his/her teams abreast of inbound calls, calls waiting, abandonment rate etc.
• Motivate and encourage agents through positive communication and feedback; be available for on-the floor activities to assist agents, as necessary.
• Meet at least weekly with each team member for a 30 minute one-on-one coaching and development session.
• Perform a minimum of 1 call monitor per person per week and provide relevant feedback during coaching session; if more immediate feedback is needed to the agent, provide as needed.
• Keep track of attendance, daily statistics, paid time off, sick time; ensures that all schedules are kept current and manages agent attendance on a daily basis.
• Create development and coaching plans for agents who are not meeting goals;  gaining consensus from the employee about challenges and needed improvements; follows up on achievements and commends employees when achievements are met
• Recommends disciplinary actions to Operations Manager for employees not meeting performance goals or attendance.
• Assist in the selection process for new staff by reviewing resumes, scheduling interviews, conducting skills assessment and recommending hiring decisions to next level management.
• Conduct annual performance reviews as established by Human Resources and/or Operations.
• Reviews previous day’s team performance and implements immediate steps to correct deficiencies; reports activities to next level management and Operations Manager.
• May be required to complete additional assignments/special projects that are assigned by Ops Mgr or Sr. Memembers of Management team based upon needs of the business.

Experience and Skills:

Competencies (knowledge, skills and abilities the person needs to do the job)

• Excellent time management skills
• Ability to work with a diverse population and demonstrated ability to coach and mentor team members (subordinate levels)
• Strong process, analytical and organizational skills
• Strong time-management skills, problem-solving skills, and analytical skills
• Demonstrated productivity in a team environment, focusing on customer satisfaction
• Highly developed sense of integrity and commitment to operational excellence

Work Environment (outside, indoors, noise level, lighting or other work conditions)

• Work will be performed in typical office environment
• Sitting for long periods of time
• Walking for long periods of time
• Work extended hours, if necessary to meet the commitment of the business during established business hours.

Physical Demands (like bending, sitting, kneeling, lifting, driving etc.)

• Sitting for up to four hours at a time
• Walking for up to four hours at a time
• Work extended hours, if necessary to meet the commitment of the business during or after established business hours.

Required Education and Experience

• 4 year related university degree; or four years related experience as a Customer Service Supervisor; or equivalent combination of education and experience. 
• Must possess strong computer skill-sets, with an emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word.
• Must demonstrate reliable and predictable attendance for assigned shift.
• Must have reliable form of transportation.