Posted: Friday, March 24, 2017 2:04 PM
The Call Center Supervisor is responsible for providing front:line, first level supervision and leadership to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements.Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as neededPerform tasks to assure project and program service level requirements and goals are met Assume leadership responsibility for departmental tasks and contact center activities as requiredParticipate in meetings and recommend changes to policies and proceduresSupport and enforce contact center expectations Assist with escalated issues or cases as neededEvaluate employee key performance indicators and identify training needs and development opportunitiesDevelop work schedules and assign duties to direct report personnel to ensure efficiencyDiscuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problemsParticipate in the work of subordinates to facilitate productivity or to overcome difficult aspects of workEvaluate employees job performance and recommend appropriate personnel actionPerform other duties as assigned by leadership BachelorA?s Degree from an accredited college or university preferred 2:4 yearsA? experience in a supervisor role, preferably in a call center or customer service environment requiredAbility to manage a high level of confidentialityProficient in Microsoft office suiteExcellent organizational, written, and verbal communication skillsAbility to perform comfortably in a fast:paced, deadline:oriented work environmentAbility to work as a team member, as well as independentlyMust be able to remain in a stationary position for an extended period of timeOccasionally lifts, carries, or otherwise moves items weighing up to 25 pounds Work is constantly performed in an office environmentA committed and diverse workforce is our most important resource.MAXIMUS is an Affirmative Action/Equal Opportunity Employer.MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
• Location: Columbia/Jeff City, jefferson city
• Post ID: 24364366 columbiamo