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Supervisor, Call Center in Reno, NV at CIOX Health

Date Posted: 5/21/2018

Job Snapshot

Job Description

SUMMARY:

The responsibility of the Call Center Supervisor is to ensure a service-oriented and professional working environment by supervising the performance of the Team Leaders in the call center, making sure day to day operations run smoothly, and all calls are routed and handled effectively.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

  • Motivating and inspiring the team to surpass their potential.
  • Improving the team and facilitating the communication among the members of the team.
  • Exceeding and meeting departmental objectives.
  • Communicating the companys purpose, core values, vision to the employees.
  • Ensuring that the employees follow their schedules properly as designed.
  • Striving for new ways continually, to increase the opportunities.
  • Handling escalated calls, complaints, questions, and queries as necessary.
  • Facilitating cross-functional communication within employees for improved working condition.
  • Carrying out team meetings and actively participating in monthly and weekly meetings.
  • Documenting general reports on each team members performance and targets as well as ensuring that they exceed the goals. Other duties as assigned by Call Center Manager.

INTERACTION WITH OTHERS:

  • The employee must be able to follow Company policies;
  • Receive directions from others; work effectively with co-workers in a constructive and positive manner;
  • Listen to and objectively consider ideas and suggestions for improvement;
  • Keep others informed of work progress, deadlines, or other pertinent issues;
  • Address problems constructively to find acceptable solutions;
  • Keep commitments, and always respect the diversity of the Company's work force in actions, words and deeds.

Job Requirements

QUALIFICATIONS:

To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE:

  • Minimum of one year supervisory or call center experience managing a team of 20 or more employees required.
  • Experience in one of the following strongly preferred:
  • Sales call center (inbound or outbound); customer service call or web center; and/or credit card operations or collections call center.
  • A combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.

EDUCATION:

  • High school diploma or equivalent.
  • Bachelors degree in administration, management or any related field is preferred, but not required.

LANGUAGE SKILLS:

  • The following requirements are not meant to imply that the Company expects the employee to speak English only or English at all times.
  • Ability to read prepared documents; respond to inquiries or complaints from customers and regulatory agencies; effectively present information to employees, customers and top management in English.

MATHEMATICAL SKILLS : Ability to apply basic mathematical concepts.

REASONING ABILITY: Ability to apply principles of logical thinking.

OTHER SKILLS AND ABILITIES

  • Strong administrative and supervisory skills.
  • Strong leadership and motivational skills.
  • Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, Outlook).
  • Excellent organizational skills.
  • Ability to conduct effective/productive meetings.
  • Proven ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
  • Proven ability to manage projects, show initiative and think outside the box.
  • Adaptable to changing business environment.
  • Sound judgment in decision making ability.
  • Excellent interpersonal skills. Demonstrated ability to work within a diverse work group environment. Flexibility with working hours, which may include hours outside of normal scheduled work hours.

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