Call Center Supervisor
Dublin, OH, United States On-site
Salary not listedJobFig found this opening at its original source and checks that it remains available.
About the role
The CCS is responsible for oversight of the CCRs. Supervisors must also ensure adherence and overall efficiencies of the CCRs. The CCS works directly with the Customer Care Managers and Sr. Managers to resolve any issues or concerns that may arise. Assist representatives with issue resolution and troubleshooting to resolve customer issues. Advise on technical and procedural questions. Monitor day-to-day quality and production goals. Assist in managing team workload; ensure availability, quality of performance, adherence to service levels, and other objectives and goals. Complete team reports and ensure Key Performance Indicators (KPIs) are being met. Verify billable hours and make adjustments as necessary.Oversee Customer Care Representative schedule adherence and attendance. Support and communicate quality standards, processes, procedures and policies
What you'll bring
- Strong verbal and written communication skills with the ability to interpret and address claimant/client needs.
- Knowledge of contact center industry and best practices.
- Proficiency in Microsoft Suite.
- Ability to work with minimal guidance or supervision in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Skilled in providing outstanding customer service.
- Ability to defuse situations, identify and resolve issues.
- Ability to make quick, accurate and appropriate decision.
- Ability to lead an effective meeting in a team atmosphere.