Primary Purpose:

To coach and develop a team of Customer Care Representatives and foster an environment that provides World Class service 

 Duties/Responsibilities:

• Ensure that monitor forms are completed daily and presented to each CCR on team with objective feedback
• Ensure client requirements for monitors are met on a monthly basis for assigned programs
• Prepare Daily Supervisor Report and submit to Info. Analysis group daily
• Maintain constant awareness of the service level and team’s efficiency
• Assist the Workforce Management group in meeting daily performance goals, including taking calls
• Proactively look for ways to improve team’s efficiency
• Coach and develop current team members by providing frequent feedback on all aspects of performance
• Maintain excellent product knowledge of all NEW programs and handle escalations as required
• Complete and conduct performance appraisals in an accurate and timely manner
• Administer the attendance policy
• Maintain a supervisor binder to the standards set forth by the Center Manager and/or Director
• Assist in hiring new CCRs as needed
• Work with the Manager and/or Director to develop and improve call center personnel, policies, procedures and work processes
• Communicate with peers in order to ensure that department meets its objectives
• Assist with special projects, as requested

 Knowledge/Skill Requirements:

• College degree or equivalent work experience
• Previous supervisory experience (1 - 3 years preferred)
• Excellent communication and coaching skills
• Outstanding customer service skills
• Ability to handle multiple tasks simultaneously
• Record of success in recognizing and implementing work-flow improvements
• Must be flexible with hours
• PC skills (Word and Excel)

 Classification:

Exempt