Contact Center Supervisor Job Description
Contact center supervisor
provides new hire technical training related to computer applications, phone systems, and Contact Center processes and procedures.
Contact Center Supervisor Duties & Responsibilities
To write an effective contact center supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Manage call flow and staffing / scheduling needs on shift by addressing attendance, productivity and call flow issues
Oversee customer service staff and floor operations
Leads a team of Collections and Recovery support associates that manage special handling accounts, , CCA, deceased, bankruptcy, payment plans, debt settlements
Works closely with 3rd party agencies to report and track performance and manage movement of post charge off accounts
Work with CFS, Claims Processing and QC on credit approvals, prepaid orders, claims and order delivery research
Create, maintain and provide analysis of department productivity reports for all tasks
Silent monitoring of incoming customer calls
Coach and counsel employees to improve their performance
Administer and direct training of new staff and updates to procedures and policies to existing staff
Maintain/document department policies and procedures
Contact Center Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Center Supervisor
List any licenses or certifications required by the position: AIRS
Education for Contact Center Supervisor
Typically a job would require a certain level of education.
Employers hiring for the contact center supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Management, Healthcare, Associates, Leadership, Business/Administration, Communications, Health Care, Performance
Skills for Contact Center Supervisor
Desired skills for contact center supervisor include:
Processes and procedures their impacts on the line of business
Windows applications
Visa/MasterCard and Banking regulations and industry changes
Call center operations strongly
Contact Center programs and systems the Contact Center performance requirements and Corporate/Project policy and procedures
Current policies and procedures while using problem solving skills to communicate accurate information to agents
Geographic and demographic environments
Medicaid managed care and the Children's Health Insurance Program
Social service
Adhere to Flagstar’s internal compliance policies and procedures
Desired experience for contact center supervisor includes:
Maintain employee schedules (ensure appropriate coverage of the phones, emails, and department responsibilities at all times)
Overseesstaff of 9 in our office customer service call center, allocating and balancing workload (Calls, e-mails, faxes), providing guidance on best practices
Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs by creating new and effective methods of recognition
Manages department projects ensuring projects meet specified timelines and deliver expected results
Enforces UO and office policies and procedures
Directly supervises team of employees
Contact Center Supervisor Examples
1
Contact Center Supervisor Job Description
Job Description Example
Our growing company is looking to fill the role of contact center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center supervisor
- Provide direction and guidance to a CCR work unit on day-to-day procedures and processes for the call center
- Meet or exceed quality and patient satisfaction goals
- Work with human resources and analyst to ensure adequate staffing levels to attain optimum service levels
- Deliver timely, direct feedback on performance for individual CCRs using key performance indicators (KPIs) and other agreed-upon measures
- Monitor CCR live and recorded calls for quality and accuracy and provide real-time coaching and feedback to continually improve performance
- Promote process improvement philosophy and encourage CCRs to identify opportunities to increase service delivery levels
- Conduct performance reviews and provide timely feedback on performance against key performance indicators
- Provide formal and informal recognition to enhance employee morale
- Foster a positive and collaborative work environment
- Ensure CCR staff has access to tools necessary to meet performance expectations
Qualifications for contact center supervisor
- Addresses disciplinary and/or performance problems in accordance with company policy
- Bachelor’s degree preferred (or a combination of post secondary education and at least four years of call center management experience)
- Bilingual fluency in English and Brazilian Portuguese
- Current or previous management experience preferred
- Track record of strong decision making utilizing sound judgment
- Exemplary work ethic with a high degree of flexibility
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Contact Center Supervisor Job Description
Job Description Example
Our company is searching for experienced candidates for the position of contact center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center supervisor
- Maintain up-to-date knowledge of all Contact Center programs and systems the Contact Center performance requirements and Corporate/Project policy and procedures
- Manages day to day operations of an inbound or outbound Customer Contact Center related to customer service and problem resolution
- Directs and monitors the day-to-day operations of the Claims Contact Center Customer Care Associates and Senior Claims Customer Care Associates in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
- Directly impact the customer's experience and overall business results by providing feedback, coaching, training and managing overall performance to a team of CCCAs / Sr
- Responsible for meeting both recurring and ad-hoc needs for data analysis, and must distribute correct and relevant information in a timely manner
- Assisting the client services group in assessing data requirements
- Track and measure individual and team productivity and quality results
- Drive improvements in overall service levels, transactional efficiencies & cost management
- Provide assistance and/or on-the-job training
- Analyze, summarize and/or reviews data
Qualifications for contact center supervisor
- Minimum 2 years leadership experience in a Service or Contact Center environment
- One year of lead/supervisor experience
- Clover 1 Year Experience and extensive Clover product knowledge preferred
- Manage and motivate Contact Center staff to meet performance goals
- Analyze and verify agent knowledge level
- Thorough knowledge of Contact Center operations
3
Contact Center Supervisor Job Description
Job Description Example
Our growing company is looking to fill the role of contact center supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center supervisor
- Monitors and ensures that team members are performing their functions safely and efficiently
- Directs and monitors the day-to-day operations of the Claims Customer Care Associates and Senior Claims Customer Care Associates in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
- Make decisions relating to interpretation and application of policies and procedures and resolve escalated and /or politically sensitive customer issues
- Provide leadership for assigned program and team members
- Supervise and guide staff on assigned program(s)
- Ensure work is assigned and completed in a timely manner according to performance metrics
- Thoroughly understand program process, and drive process improvement to ensure work is completed in an efficient and high quality manner
- Oversee program trends identifying proactive solutions to address and resolve areas of improvement
- Monitor Contact Center Representative performance against expectations
- Promote the usage of self-service functionalities with crew as appropriate
Qualifications for contact center supervisor
- Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
- Ability to work in a dynamic fast paced atmosphere
- Ability to coordinate activities or tasks of people and groups
- Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
- Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
- Ability to take instructions from management and ensure follow up
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Contact Center Supervisor Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of contact center supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center supervisor
- Guide the proper use of the knowledge management and case management systems by Contact Center Representatives to respond to, document and monitor inquiries
- Monitor trends in crew inquiries and/or issues and share key insights with the Support Center Lead
- Manage the resourcing and workload of the Contact Center Team in line with projected requirements
- Collaborate with the Support Center Lead to determine the proper balance of people leadership and operations management responsibilities
- Performs other related duties as deemed necessary by immediate supervisor
- Serves as back-up to Management staff
- Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives
- Quality monitor team members customer contacts (calls, chats and emails) based on established quality program
- Provide consistent support to Call Center Representatives by serving as a reliable resource for information and resolving difficult customer situations
- Coordinate with Call Center Manager to plan in advance for all known and unknown activities
Qualifications for contact center supervisor
- Solid understanding of computer basics (Windows, Operating Systems and the Internet)
- Knowledge of basic medical terms and privacy policies
- Minimum of 1 year experience in a call center environment
- Strong working knowledge of Microsoft Office product suite, specifically Excel and Word
- Demonstrated prior supervisory experience
- Considerable customer service experience
5
Contact Center Supervisor Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of contact center supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for contact center supervisor
- Supervising, planning, and managing functions concerned to email & chat environment
- Communicate with customers across channels for a minimum of 2-4 hours per month
- Is responsible for Back Office activities related to Loss Prevention
- Is responsible for processing and maintaining technical master data and records
- Makes necessary corrections to customer accounts as requested and reported by the business
- Develop sales techniques
- Prepare and deliver performance evaluations and other employee reviews or coaching sessions as necessary
- Direct staff, to ensure that all duties are performed according to departmental performance standards
- Develop and maintain all subordinate personnel by applying the necessary training and leadership that will aid in their growth and career advancement
- Manage business and public relationships and situations to obtain better business outcomes
Qualifications for contact center supervisor
- Knowledge, expertise or significant exposure to a major call center software solution and knowledge base solution
- Adaptable and highly resourceful
- Web and technical savvy
- Four or more years of customer service, volunteering, or other customer facing experience is preferred with a Bachelor’s Degree
- Without a degree eight or more years of healthcare or customer service work experience is preferred with a High School Diploma or GED
- Bachelor’s degree plus 6 – 8 years experience or equivalent combination of education and experience