Contact Center Supervisor Resume Samples

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J Cronin

Joannie

Cronin

937 Burdette Branch

Detroit

+1 (555) 953 0103

937 Burdette Branch

Detroit

Phone

p +1 (555) 953 0103

Experience Experience

Phoenix, AZ

Contact Center Supervisor

Phoenix, AZ

Hermiston-Schumm

Phoenix, AZ

Contact Center Supervisor

Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
Proven record of developing and coaching high performing service and sales teams
Updating Information, organizing activities related of equipment and requesting necessary support material
Attending, following up and resolving customer complaints and questions
Act as a catalyst for ongoing change and growth by continually challenging systems, processes and procedures with the end result being increased efficiency
Supervising, planning, and managing functions concerned to Call Center environment
Takes personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved

Chicago, IL

Claims Contact Center Supervisor

Chicago, IL

Boyer-Miller

Chicago, IL

Claims Contact Center Supervisor

Selects, develops and manages a high performance team that supports the Claims Contact Centers. Participates in hiring and selection processes for new hires
Assists others with resolving routine problems, interpretation of policies, procedures, and guidelines
Conducts staff meetings to communicate new and existing Company/department policies and procedures
Directs and monitors the day-to-day operations of the Claims Contact Center Customer Service Representatives (CSRs) and Senior Customer Service Representatives (Sr. CSRs) in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Directs and monitors the day-to-day operations of the Claims Contact Center Customer Service Representatives (CSR's) and Senior Customer Service Representatives (Sr. CSR's) in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Conducts Quality Assurance (QA). Responsible for pulling and analyzing reports as well as reviewing and evaluating calls that come into the claims contact center. Partners with the QA team to identify trends and action plans
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, etc. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports

present

Los Angeles, CA

Partner Contact Center Supervisor

Los Angeles, CA

Maggio, Rath and Carter

present

Los Angeles, CA

Partner Contact Center Supervisor

present

Manages selection, retention, training and development of partners and makes effective staffing decisions to ensure service levels and department goals are accomplished
Manages partner and team performance through goal setting and coaching
Creates developmental opportunities for partners to strengthen their capabilities and encourage growth within the organization
Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs as well as by creating new and effective methods of recognition
Ensures day-to-day application of policies, procedures, and performance standards to ensure quality customer service and accuracy of information
Communicates and educates client groups and team on changes in policies and practices within the organization
As the department subject matter expert, performs research and works cross functionally with partnering business units to resolve escalated situations involving partner concerns and systematic issues

Education Education

Bachelor’s Degree in Expertise

Florida International University

Bachelor’s Degree in Expertise

Skills Skills

Detail oriented with a commitment to quality, confidentiality and accuracy
Excellent organizational skills and decision making ability
Knowledge of basic operations, tools, and resources related to internet and social media
Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports
Knowledgeable on commonly used word processors (MS Word) and spreadsheets (Excel)
Proficient in the use and knowledge of specialized systems supporting specific
Ability to work under pressure and manage competing priorities
Develop regular SLA tracking, compliance audits, security checks and Quality Assurance standards
Ability to adapt to change
Ability to manage stress appropriately

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Contact Center Supervisor Resume Examples & Samples

Address areas that may need improvement; such as, but not limited to, time and attendance, call metrics, call quality, etc
Manage call flow and staffing / scheduling needs on shift by addressing attendance, productivity and call flow issues. Take proactive steps to ensure that call volume will be answered
Maintain call statistics reporting and schedule adherence to ensure service levels are being met
Work in cooperation with inventory planning to keep customers and associates apprised of backorder dates, quality control issues and product changes
Recommend and assist in implementing and maintaining new processes and procedures for the Customer Service department
Oversee customer service staff and floor operations. Provide disciplinary action to staff as necessary
Accountable for knowledge of customer service processes and procedures

Customer Contact Center Supervisor Resume Examples & Samples

Bachelor’s degree or appropriate combination of education and experience
At least 3+ years relevant experience and proven ability or appropriate training to supervise or manage others
Training and coaching skills
Time management and priority setting skills
Effective conflict management skills
Must be proficient in MS Office: Word and Excel, PC operations, web browsing and web navigation
Ability to make timely decision

Club Contact Center Supervisor Resume Examples & Samples

Handle escalated calls from cardholders and take action on cardholder calls and requests. Resolve cardholder concerns, take action on accounts and update using relevant systems and partner with business units as required to drive to resolution
Participate in developing and executing changes in business practices and operations around contact center operations including customer care, fraud, collections or support functions. Identify opportunities for changes or enhancements, define and execute relevant decisions and modify documentation and systems as appropriate in partnership with stakeholders. Participate in calibration activities to drive consistent performance expectations
Manage team performance on labor and schedules, customer experience and compliance to meet team goals. Review reports, modify Outfitter schedules and activities and coach Outfitters as needed to ensure achievement of goals
Build and maintain relationships with stakeholders from other business units through effective communication and collaborative decision making. Participate on business projects and activities, make decisions on behalf of the business unit and ensure communication to business unit stakeholders
Create and deliver reporting around contact center operations including labor, performance, customer experience and compliance. Gather relevant data, create user-friendly formats, ensure creation and sustainable delivery of reports and drive accuracy so stakeholders can take action as needed. Participate in reviewing, updating and maintaining SOPs, processes and other relevant documentation

Contact Center Supervisor Resume Examples & Samples

Direct, guide, coach, and mentor a team of 15-20 agents to achieve individual and corporate goals
Monitor phone and email activity using various contact center applications and tools. Conduct weekly one-on-one coaching sessions with agents to review overall performance and ensure success in achieving key performance metrics
Create goals to encourage the timely progression of performance management guidelines. Recognize and reward successful performance. Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary
Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators
Act as a Subject Matter Expert (SME) and as a final point of escalation for issues involving payroll, travel & entertainment, and accounts payable to ensure the needs of our clients are satisfactorily met
Assist with training new hires as they transition into their contact center roles
Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings
Communicate company strategies, initiatives, system enhancements and other key information to contact center agents
Support the recruiting of new contact center agents and make final hiring decisions
Partner with other stakeholders across the organization to execute new policies and procedures in the contact center
Provide phone and email support during times of peak contact volume
Assist with special projects and other duties as assigned
Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred
Previous experience in a financial shared services environment handling payroll functions preferred
Strong interpersonal skills and enthusiasm for developing others. Ability to inspire and motivate others to pursue accomplishments and stretch themselves to new levels of performance
Customer-centric attitude with a passion for delivering world-class customer service. Must be able to foster a fun and engaging work environment for the team that cultivates innovation, communication and an eager anticipation of coming to work each day. Must “walk the talk” and lead by example
Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner
Must demonstrate a high level of customer service by responding to internal and external client needs until satisfied. Utilizes effective decision-making and problem-solving skills
Must demonstrate self-motivation and initiative by taking ownership to resolve issues and complete assignments with minimal direction from others
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail
Can learn quickly and adapt to change in a fast-paced, high performance driven culture
Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
Team player who fulfills commitments to other stakeholders with a positive attitude. Able to work collaboratively and cooperatively with other personnel throughout the organization
Outstanding keyboarding/typing and computer skills. Must be browser proficient and possess the ability to multi-task by handling simultaneous things at once
Demonstrate exceptional habits of dependability and attendance
Schedule flexibility; must be able to work between the hours of 7am-5pm and to extend hours as required to meet the demands of the operation

Contact Center Supervisor Resume Examples & Samples

Directly supervises team of employees. Carries out supervisory responsibilities in accordance with company policies and applicable laws
Monitors individual and team results to identify and act on both positive and negative performance trends to ensure revenue goals and performance targets are met
Addresses disciplinary and/or performance problems in accordance with company policy. Prepares warnings and communicates effectively with employees and follows up on employee performance
Communicates and follows up to ensure agents are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
Provides end-user support and troubleshooting for employees and/customers
Be available for employees that experience workplace problems by providing appropriate coaching, counseling, direction and resolution
Motivate staff and build employee morale and teamwork
Answers employee requests and questions
Projects favorable image of the company to promote its objectives and goals and enhance customer relationships
Any other duties or projects as requested by management
Bachelor’s degree preferred (or a combination of post secondary education and at least four years of call center management experience); High School diploma or equivalent required
Minimum of three years Call Center experience required
Previous leadership experience strongly preferred, with preference given to candidates with previous call enter leadership experience
Able to focus in a fast paced environment
Ability to manage stress appropriately
Contact center experience preferred

Contact Center Supervisor Resume Examples & Samples

30% -Team Management- Review team member performance statistics and attendance records. Develop/coach and implement activities to encourage a high level of performance. Engage Quality Assurance /Workforce Management/Training Team or other Contact Center supervisors as needed to achieve objectives
30% -Staff Development- Use a variety of tools to monitor employee’s customer interactions and provide coaching to recognize excellent performance and/or identify improvement opportunities. Monitored interactions may include phone calls and/or e-mail responses. Conduct regularly scheduled performance reviews and coaching sessions
25% -Team Communication- Plan and conduct daily, weekly, and/or monthly team meetings to assure information is shared in a timely manner and feedback if regularly obtained from the team
5% -Customer Service- Accept and respond to escalated customer call issues that require management intervention and/or fraud mitigation actions. Directly resolve the issue or determine if the call should be handled by another level of management or department. Log and report escalated calls to designated area for further tracking and reporting
5% -Expense Control/Compliance Adherence- Expense Control/Compliance Adherence: Monitor and control overtime and miscellaneous expenditures to remain within departmental budget. Review and approve fee refund requests processed by representatives. Maintain and periodically monitor transaction completion processes to assure documentation and information provided to our callers meets regulatory and pricing standards
5% -Special Assignments: Participate as a subject matter expert and/or Lead small projects within the Contact Center as assigned
Proficient in using personal computer in a Windows environment - required
Proficient in the use and knowledge of specialized systems supporting specific
General knowledge of Internet/Intranet functionality – required
Typing - 25 WPM

Contact Center Supervisor Resume Examples & Samples

Supervise and participate in the work activities of the department representatives, assist representatives with the handling of complex problems, questions and situations requiring good judgment based on knowledge and experience. Handle escalated customer calls
Develop, implement and promote new programs. Ensure that targeted department goals are attained
Communicate and ensure understanding and consistent implementation of policy, procedure and program changes to staff. Ensure the area is operationally prepared for changes in products, services, systems, etc
Prepare all staff requisitions, conduct interviews and make decisions on new hires. Prepare documented performance appraisals on schedule for existing staff and be pro active in communicating other performance issues or disciplinary actions
Provide training, establish employee schedules, provide work direction for staff
Recommend changes in procedures and processes which will enhance the efficiency of the department/staff, customer service/referrals/sales and profitability of operations. Support and implement changes made by management
Develop, maintain and review all reference materials used by staff
Prepare and analyze statistical reports and make recommendations to improve staff production
Prepare and conduct special studies, pilots and reports
Provide feedback to immediate supervisor that are related to pertinent matters and developments related to customers, the department and staff. Initiate appropriate action or make appropriate recommendations
High school education or equivalent work experience
Three or more years experience in a Call Center Representative position with at least one year as a Call Center Rep-Lead
Consistently utilizes all of the components of The Customer First program and delivers excellent customer service
Demonstrated success in a lead position in a customer service/sales environment
Demonstrated ability to oversee workflow and provide work direction to others
Demonstrated ability to make responsible decisions and to exercise good judgment
Strong communication skills, verbally and in writing
Solid PC office skills-Word & Excel
Working toward or achieved 4-year college degree

Contact Center Supervisor Resume Examples & Samples

Provide on-going coaching to each Patient Care Advocates (PCA) on their team concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met
Work with Pharmacy Operations Manager to implement strategic business work plan goals. Tracks and periodically reports progress to management
Assist in development of programs and process improvements to enhance the level of internal and external customer service provided
Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Backup platform team. May take overflow calls
LL-NN1
Knowledge of ESI call center systems, platforms and products/services very helpful; PBM/Managed Care industry preferred. Ability to adapt to a dynamic working environment, make independent decisions. Demonstrated ability to handle challenging customers in a professional manner

Contact Center Supervisor Resume Examples & Samples

50%- Supervise daily operations and ensure effective management of all resources to meet department goals. Goals include, but are not limited to, service level, average speed of answer, abandon rate, telephone call statistics and quality
12%- Identify and administer coaching and action plans for department personnel. Coaching opportunities will include product knowledge, customer service and personal development
10%- Assist with the reconciliation of escalated member issues presented within the department
10%- Compose and facilitate monthly performance reviews. Reviews will document and provide goals for phone statistics, work quality, behavior and attendance. Responsible for providing regular updates to staff on statistical and quality performance
5%- Participate on project/testing teams and six sigma teams working to create greater efficiencies. Working with various Wyndham entities to identify best practices for call center efficiencies
5%- Promote a positive and safe work environment by ensuring that department and company policies are adhered to at all times. Reward or implement disciplinary action based on behavior and performance
8%- Assist with additional responsibilities that support the business, employees and most of all, our customers
One year of leadership experience in a call center environment
Three years customer service experience
Ability to effectively coach, mentor, and develop associates
Ability to work in a fast paced environment while handling multiple responsibilities
Must have strong interpersonal skills and work well with others
Must have excellent communication skills and the ability to develop the same in others
Good time management, problem-solving, and decision-making abilities are critical for this position
Must be detail-oriented
Must be able to work efficiently in an environment that experiences change on a regular basis while maintaining a positive attitude
Process Excellence, Lean or Six Sigma training
Bilingual Spanish, Portuguese, or Japanese

Contact Center Supervisor Resume Examples & Samples

Evaluate employees' job performance and recommend appropriate personnel action
High School Diploma or GED required, Associates degree preferred
6 months experience in a supervisor role required , preferably in a call center or customer service environment
Proficient in Microsoft office suite
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Must be able to remain in a stationary position for an extended period of time

Contact Center Supervisor Resume Examples & Samples

Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals
Supports the building and developing of an effective and high performance team
Maintains daily and weekly statistics for individual direct reports
Analyzes department results
Troubleshoots operational problems
Completes team reports as required
Identifies and analyzes escalated problems and provides guidance to direct reports for resolution
Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction
Must pass the pre-employment drug screen
Must pass the pre-employment background check
Must pass applicable pre-employment tests
3 years prior supervisory experience in a customer service or contact center environment
Demonstrated ability to grasp technical and complex concepts and clearly explain these to subordinates and internal and external customers
Strong problem solving, formulation, follow through, reasoning/logic and analytical skills
Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports
Strong interpersonal, team and communication skills with customer focus
Ability to work under pressure and manage competing priorities

Contact Center Supervisor Resume Examples & Samples

Manage team of call center associates to promote a working team environment and ensure best practices are shared. Works to develop employee’s skills, evaluates performance and provides feedback. Oversees resolution of employee relations issues and performance standards, productivity and service standards. Conducts hiring, training, and evaluation of staff
Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity. Ensure service levels and performance guarantees are met
Work with Call Center Manager to implement strategic business work plan goals. Tracks and periodically reports progress to management
Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided
Up to two years’ experience in a customer service setting; prefer one year experience ESI call center; previous supervisory experience helpful
General PC knowledge including MS Office, Internet and email
Excellent phone oral and written communication skills
Demonstrated leadership skills including ability to effectively develop and assist team members, experience training and coaching less experienced staff with the patience to explain details and processes repeatedly
Knowledge of ESI call center systems and platforms, ESI products/services very helpful; PBM and/or Managed Care industry preferred
Ability to adapt to a dynamic working environment and make independent decisions
Demonstrated ability to handle challenging customers in a professional manner
LI-MR1

Partner Contact Center Supervisor Resume Examples & Samples

Manages partner and team performance through goal setting and coaching
Creates developmental opportunities for partners to strengthen their capabilities and encourage growth within the organization
Ensures day-to-day application of policies, procedures, and performance standards to ensure quality customer service and accuracy of information
Communicates and educates client groups and team on changes in policies and practices within the organization
Creates and implements change management strategies and plans that maximize individual adoption and minimize resistance
Supervisory experience (4 years)
Experience working in a customer service or contact center environment (3 years)
Project management or related experience (3 years)
Human resources experience or education strongly preferred (2 years)
Self-motivated with the ability to inspire employees
Strong change management skills with the ability to influence others and move toward a common vision or goal
Exceptional communication skills - both written and verbal
Flexible and adaptable; able to work and lead in ambiguous situations
Analytical and critical thinking skills, with the ability to exhibit strong judgment, resourcefulness, research competence and effective decision making
Knowledge of contact center operations
Knowledge of case management, HRIS, knowledge base, scheduling and quality assurance tools and processes
Advanced skills in Microsoft Office and SharePoint

Contact Center Supervisor Resume Examples & Samples

Direct, guide, coach, and develop a team of 15 agents to achieve individual and corporate goals
Act as Subject Matter Expert (SME) and as a final point of escalation for contact center issues to ensure the needs of our clients are satisfactorily met
Provide backup phone and email support during times of peak contact volume
Two years of supervisory experience supporting a team of 10+ agents in a multi-skill, multi-channel contact center preferred
Schedule flexibility; successful candidate will be assigned to the weekend shift and must be able to work both Saturdays and Sundays, as well as between the hours of 7am - 8pm

Contact Center Supervisor Resume Examples & Samples

Analyzes work volumes and develops and implements employee schedules that ensure the achievement of departmental goals
Ensures that all departmental function volumes are processed in a timely and accurate manner
Ensures that all internal and contractual departmental KPIs are achieved
Recommends enhancements to procedures, processes and technology resources to improve customer service efficiency
Identifies staffing needs and assists in the hiring process
Monitors staff work volume and quality
Tracks and records all aspects of each customer service representative’s performance, including attendance
Recommends and performs disciplinary actions with the Call Center Manager’s consent
Writes and conducts annual performance reviews
Ensures that directives from the Call Center Manager are carried out in a timely manner
Ensures that all shift customer service representatives are properly trained to perform their tasks
Enforces departmental and Cubic-wide policies, guidelines and procedures
Ensures all escalations are processed in a timely manner, including accepting supervisor escalations
Develops and manages various daily departmental volume and performance reports
Recommends cost savings and potential revenue opportunities
Builds relationships with Cubic’s clients and their customers

Contact Center Supervisor Resume Examples & Samples

Monitor the performance of Consumer Services Specialists (CSSs) and provide feedback and education to staff to meet and exceed individual goals. Compose and deliver monthly, annual, and as needed performance reviews with CSSs
Maintain up-to-date knowledge of all Contact Center programs and systems as well as the Contact Center performance requirements and Corporate/Project policy and procedures. This includes but is not limited to Marketplace General Information, Web Chat, Co-browse, and Application Processing including Enrollment. Provide assistance and updates to staff regarding these policies and procedures
Assist Consumer Services Specialists (CSS) in responding to consumer inquiries and handle escalated calls, including complaints, from Consumer Services Specialists (CSS), as needed
Assist with CSS training classes
Meet Quality Assurance (QA) and other key performance metrics
Evaluate the need for training to ensure specialists maintain current knowledge of multiple programs and work closely with the Quality Assurance and Training departments on the implementation of quality and training initiatives
Report any personnel-related issues to the Human Capital
Anticipate issues proactively and escalate to management as appropriate
Review and provide feedback on Contact Center documentation and processes
High School Diploma (or GED equivalent) is required; Associate's degree from an accredited college or university preferred
Minimum of 6 months of lead/supervisor experience
One year of lead/supervisor experience; health or social services field preferred
Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of New York health care, social service, and geographic and demographic environments preferred
Computer literacy; ability to quickly learn new software programs
Ability to coach, develop, and mentor team members
Responsible for adhering to established safety standards
Currently on the NYSOH Project (preferred)
In current position for at least six months. (Exceptions to this six-month requirement will be consistent with company business needs.)
Performance meets all Scorecard Targets in your current position
No corrective action: Documented Verbal (3 months), Written (6 months), and/or Final Written Warnings (6 months)
Not on a perfomance improvement plan in current position
Must meet the qualifications listed for the position on the job posting
Must wait 3 months to re-apply for the SAME position
Must be flexible with schedule; shift hours may change

Claims Contact Center Supervisor Resume Examples & Samples

Must be able to work 10am to 6pm, Monday through Friday shift.**
Promotes employee development through effective planning, verbal and written communications, and cross-training. Provides initial orientation and continued training/development of staff members, implementing new processes and systems as needed to align the staff with the department’s needs and direction
Creates open requisitions, interviews and evaluates applicants using various selection tools, and recommends candidates for employment, reassignments or promotions
Maintains the unit/department records and prepares reports
Arranges for the acquisition, maintenance and/or repairs of office equipment and facilities
Conducts staff meetings to communicate new and existing Company/department policies and procedures
Bachelor's Degree in a business related field or equivalent experience plus a minimum of 2 years of directly related work experience is required
Customer Service experience preferred. Call Center experience a plus
Must have a strong knowledge of a variety of Commercial Insurance products, plans, and programs
Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment, are required
Proficiency with computers is mandatory
Prior supervisory experience preferred, with an emphasis managing a high volume phone driven team highly desired!

Claims Customer Contact Center Supervisor Resume Examples & Samples

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, etc. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Selects, develops and manages a high performance team that supports the Claims Contact Centers. Participates in hiring and selection processes for new hires
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. CSAs on exceptional service skills and techniques. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues with a sense of urgency, effective communication skills and a solid understanding of state regulations
Ability to handle confidential and proprietary information is critical
Knowledge of Microsoft Outlook and keyboard shortcuts is desired

Claims Contact Center Supervisor Resume Examples & Samples

Directs and monitors the day-to-day operations of the Claims Contact Center Customer Service Representatives (CSR's) and Senior Customer Service Representatives (Sr. CSR's) in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc. 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 CSR's/Sr. CSR's on exceptional service skills and techniques. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
Must be willing and able to work a shift that could fall between 8am and 7:45pm, Monday through Friday, (including some holidays).**

Contact Center Supervisor Resume Examples & Samples

Performs Customer Experience Evaluations as assigned for each direct report
Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
Shares responsibility and accountability to the center level performance objectives relating to: Employee Engagement and Patient Satisfaction Results vs. Goals
Knowledge and understanding of organizational policies, procedures and systems
Knowledge of basic operations, tools, and resources related to internet and social media
Demonstrates good judgment in handling situations not covered by written or verbal instructions
Communicates clearly and effectively both verbally and in writing
Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team
3+ years experience with scheduling, insurance plans, physician offices or related environment
3+ years experience with customer service
1+ years experience with supervision of over 10 employees

Claims Contact Center Supervisor Resume Examples & Samples

Directs and monitors the day-to-day operations of the Claims Contact Center Customer Service Representatives (CSRs) and Senior Customer Service Representatives (Sr. CSRs) in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, etc. 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 CSRs / Sr. CSRs on exceptional service skills and techniques. Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
This role requires an evening shift, and you must be willing to work until 8:30pm.**
Bachelor's degree, or equivalent work experience plus at least 2 years of directly related work experience required
Prior management experience desired
Must have strong knowledge of a variety of Commercial Insurance products, plans an programs
Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment

Contact Center Supervisor Resume Examples & Samples

Coordinating the interactions of the Contact centre representatives with the customers in respect to the processes, procedures and policies defined by the service
Ensuring that the Contact centre representatives answer to the customers with courtesy, efficiency and professionalism
Assisting the Contact canter representatives in providing appropriate solutions and answers to the customers’ questions and/or problems
Ensuring that the Contact centre representatives take all the opportunities to promote our products and services (initial sales and «up-selling »)
Ensuring efficient use of Contact centre representatives’ time and ensure the respect of the schedule
Alerting the direction of the Contact centre in case of problems or decrease of the service level, recommending and implementing appropriate solutions
Participating in the analysis of daily, weekly and monthly activity reports and identifies opportunities to optimize the team’s performance and the level of service in general
Evaluating the performance of the Contact centre representatives as per defined quality and quantity performance criteria’s
Maintaining a high level of motivation in the team
Proposing improvements to the existing processes, when required
Recommending the necessary continuous training and assure a post-training follow-up of the Contact centre representatives
Minimum four years of experience ideally in front office contact centre environment
Bachelor degree in Business Administrator or related filed/experience
Excellent Coaching and counseling skills
Excellent time management, communications, decision making, presentation, human relations, and organizational skills
Computer literacy knowledge (Microsoft)
Strong personality with leadership traits

Hde Contact Center Supervisor Resume Examples & Samples

50%-Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
25%-Recruit, hire, train, and manage customer service representatives in completing their tasks and meeting goals established by leadership team
25%-Identify and address training and performance opportunities to improve position and department performance
Previous Supervisor/Management experience
Knowledge or experience in the home improvement industry
Bilingual preferred, but not required
Strong agent and team development
Experience in a call center environment
Able to use Microsoft Office products and type 25-30 wpm, heavy Excel knowledge and experience
Proven experience managing multiple tasks simultaneously
Problem solving ability
Effective manager, successful recruiting experience, effective time management, effective resource and workload management, customer service and dispute resolution skills
Superior Customer Service skill is essential

Contact Center Supervisor Resume Examples & Samples

Managing and directing the daily activities of contact center center agents
Supervising, planning, and managing functions concerned to Call Center environment
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
Acting as an information source and answering agents questions, assigning tasks, following up and giving instructions as needed
Attending, following up and resolving customer complaints and questions
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
Communicating solutions, successes, and opportunities to the manager
Recommend corrective services to adjust customer complaints
Actively participate in improvement projections on a daily and weekly basis
Delivers appropriate and timely reports as assigned

Contact Center Supervisor Resume Examples & Samples

Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
Ensures productivity meets or exceeds service level and quality standards
Reports and resolves production issues in a timely manner
Maintains and updates desk procedures, department standard operating procedures, as required
Assists in the creation of training and monitor the effectiveness of the call center staff
Bachelor’s degree strongly preferred
Minimum two (2) years previous call center experience; work experience may be substituted for degree requirement
Minimum five (5) years leadership experience, with a minimum of two (2) years supervisory experience in a Call Center

Contact Center Supervisor Resume Examples & Samples

Develop and lead individual monthly performance meetings with agents to review overall productivity, sales performance, audit reviews, and evaluated calls in addition to addressing any other current individual or team topics
Provide real-time and/or side-by-side operational and sales coaching, live monitor calls, review recorded calls, and run/analyze production reports for continuous improvement of agent performance
Develop and maintain a knowledgeable staff by hiring strong personnel, documenting and delivering coaching through performance improvement plans, warning letters, documented discussion, and semi-annual performance reviews
Maintain a positive work environment through motivation and visibility to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls
Share job knowledge and best practices of Management functions with Team Leads and peers for their continued development
Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, Business Units and/or vendors to facilitate problem solving and inform Management and staff accordingly
Lead and/or attend appropriate intra and interdepartmental meetings as a Servicing Subject Matter Expert, representing Customer Engagement Center
Responsible for identifying and communicating any escalated areas of risk to Management
Act as a catalyst for ongoing change and growth by continually challenging systems, processes and procedures with the end result being increased efficiency
Develop and deliver training sessions as necessary
Provide response to management as necessary for audits, privacy concerns, and any other issues
Manage a range of non-phone activities for agents including huddles, completion of LMS courses, and special projects
Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool; communicating areas of concern to Management team and making real time adjustments to agent schedules
Manage proactive approval and denial of time off requests as well as audit and approve schedules created by workforce management team to ensure KPI goals are met
Maintain familiarity with systems and applications in order to research inquiries
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers
Recognize and communicate the need for potential additions and/or modifications to current policies and procedures
Perform additional responsibilities as assigned by management
Respond to all agent support inquiries through the Supervisor Hotline including escalated customer complaints and document voice of the customer feedback
Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation. outside of the department. Strive to provide all customers with an outstanding customer experience
Complete tickets escalated to management; including customer call backs
Process and respond to customer fax and email requests
Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agents
Handle all Mortgage call types, such as Escrow, Payoff, PMI, Heloc, Consumer, Tax, 1098, 1099, Construction
Meet and exceed customer satisfaction expectations

Contact Center Supervisor Resume Examples & Samples

2 years of relevant experience in customer service, call center, or medical office preferred
Experience as call center supervisor or similar supervisory position
Ability to adhere to HIPAA and OSHA policies at all times
Ability to provide excellent and efficient customer service
Multi-lingual highly desirable
Ability to adapt quickly in a fast-paced environment
Proficient in relevant computer applications
Knowledge of medical terminology and insurance requirements preferred

Contact Center Supervisor Resume Examples & Samples

Provide supervision, training and development to contact center agents and leads
Develop training curriculum for contact center agents and facilitate training classes as needed
Monitor/review phone agent performance (call quality scores, agent statistics, time entries, attendance, escalations, etc.)
Ensure the team is adhering to the company’s/clients policies and procedures
Workforce Management: Ensure the team is adhering to their schedule and that they are utilized appropriately
Ensure time entries for your entire team are accurate
Act as a liaison between the phone agents, management, and client services. Ensure all parties are informed appropriately
Update scripting/procedure changes in our knowledge base as needed
Interview potential candidates as needed
Walk the floor, field questions, perform side by sides, and generally be available to your team
Bachelor’s degree in Communications, Social Studies, Legal field preferred but not required (could be substituted by relevant job experience
Call center experience required. Must understand call center demands and metrics
Strong communication skills in reading, writing, and speaking English
Must have strong experience the areas of staff development and direction, training, quality control, and document preparation

Contact Center Supervisor Resume Examples & Samples

Supervise & monitor the daily operations of our multi-channel, multi-line contact center and contribute toward achieving division and corporate objectives
Interpret data from other various areas on a daily/monthly/weekly basis to proactively monitor and adjust staffing and operations as necessary to meet continuous service standards
Perform monthly reviews of employee performance, deliver regular feedback and coaching to drive accountability, and ready team members for advancement
Conduct and review QA evaluations to identify trends and deliver timely coaching and feedback to ensure service standards are met
Contribute to the effective development and continuous improvement of knowledge and training content, and all associated process & procedures
Own service recovery cases from start to finish, collaborating across the enterprise as needed
Evaluate and re-evaluate processes and procedures to ensure operations remain client-focused and highly efficient
Execute performance management and compensation activities for assigned staff, including the proper administration of employee timecards, performance evaluations, job descriptions, job accountabilities, and corporate competencies
Communicate with customers across channels for a minimum of 2-4 hours per month. Must be willing to serve in a backup capacity for any position in the department
Support the Customer Service management team to ensure customer satisfaction information, voice of customer, and call center employee feedback are measured and acted upon on a timely basis
Advocate for the application of customer service industry best practices, process improvement methodologies, and change management principles to drive results
Serve as a subject matter expert or individual contributor on projects or other related work as required or requested
Protect the privacy of our customers’ data while performing job duties and operational activities
Follow corporate policy related to the access, use, distribution, protection, and destruction of client and company confidential data
Fosters the highest level of commitment among our people through transparent communication about business challenges, successes and results
Creates an environment which encourages people to think, behave, take action and control work and make decisions autonomously to attain clear goals
Takes personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved
Education equivalent to graduation from high school, or the equivalent in related work experience
Two or more years of customer service or operations experience (or the equivalent)
The attainment of a valid property/casualty agent’s license (in the resident state) is expected within 60 days of job placement in order to retain employment. Maintains applicable license(s) in good standing. (CSC only)
Demonstrates the ability build successful teams and coach employees toward performance expectations. Is comfortable working in a fast-paced, production environment with variable hours, and has the flexibility to meet service demands
Excellent oral and written communication and interpersonal skills with the ability to work effectively with all levels of management, employees, and a wide variety of internal/external contacts. Must be comfortable dealing with conflict and has the ability to diffuse potentially difficult situations
Solid organizational, prioritization, multi-tasking, and problem-solving skills to proactively managing change associated with personnel, policies and procedures
Has successfully completed and utilized enterprise change management methods (ADKAR or equivalent). Experience with, or knowledge of, process improvement methodologies
Demonstrates strong personal computing skills with a sound working knowledge of Microsoft Office Outlook, Word, Excel and Power Point. Demonstrates basic math skills with the ability to reconcile billing issues
Previous experience as a Call Center Supervisor within the property and casualty insurance industry, preferably within the IAA family of companies. Knowledge of the various technologies used in call centers
Some insurance industry course work or applicable designations, i.e., INS 21, 22, 23, etc
Good working knowledge of Six Sigma / Operational Excellence methodologies

Contact Center Supervisor Resume Examples & Samples

Maintaining a high degree of customer satisfaction
Training and reinforcing performance
Timely preparation and facilitation of goals
Monthly feedback sessions and performance reviews
Facilitating Staff Meetings
Performance related actions (promotions, disciplinary action)
Efficient and timely handling of complaints
Analyzing metrics and reporting opportunities for continual improvement Interviewing prospective replacements for call center staff

Contact Center Supervisor Resume Examples & Samples

Supervise, monitor, and plan functions related to the contact center work environment
Oversee and direct day-to-day activities and functions of contact center agents and lead agents
Act as a source of information and answers to agents’ questions and inquiries
Assist with, attend, follow up on, and resolve customer issues and complaints
Conduct supervision, training/coaching, call-monitoring, reviewing, evaluating, and disciplining for agents and lead agents
Assist with preparing and monitoring agent schedules, attendance, and breaks
Assist with compiling and maintaining a list (or lists) of agent schedules and agent records/information such as contact information, emergency information, corrective action, etc
Provide constructive coaching and feedback related to quality, procedures and performance standards
Work effectively with contact center agents, supervisors and contact center management
Coordinate, train and assess temporary employees considered for permanent hiring
Perform other related duties as required such as: updating databases or records, coordinating activities/meetings, ordering supplies/materials, etc
Excellent organizational skills and decision making ability
Detail oriented with a commitment to quality, confidentiality and accuracy
Effective leadership skills
Must be able to work independently as well as in a group-oriented environment
Proficient using personal computers
Ability to analyze data to determine needs to implement solutions and track results
Must have strong people skills with an outgoing friendly and positive attitude
Able to handle multiple competing tasks and priorities
Perform quality work efficiently with minimal supervision
Knowledgeable on commonly used word processors (MS Word) and spreadsheets (Excel)
Bi-lingual English/Spanish a plus
An Associates’ degree or higher or equivalent management experience is preferred
Should have a minimum of 5 years supervisory or managerial experience in a contact/call center type environment
Experience with Pick-N-Pull contact center processes, procedures and applications (software) preferred but not required

Contact Center Supervisor Resume Examples & Samples

Proactively identify trends based on monitoring and provide formalized feedback to Leads, Managers and superiors based on findings
Manage the reporting of quality analysis measurements and trends
Recommend procedural changes and training opportunities to department management
Develop regular SLA tracking, compliance audits, security checks and Quality Assurance standards
Build key differentiators of success including strategic drivers like customer satisfaction and customer experience surveys, continuous improvements and active business intelligence
Coordinate agent feedback, success coaching, education on KPI's and the translation of best practices
Develop a Quality Assurance function that thrives on feedback from three vital sources
Three years' Call Center managerial experience
Three years' experience in Call Quality Assurance
Three years' experience in Training Management
Three years' experience in QM processes and technology