Supervisor of client services

Company Name:
Salary period: Annual
Job Summary:
Supervises the activities and assists in the day to day operations of call center. Develops and evaluates a team of phone representatives and Team Lead(s).
Supervises a staff of approximately 15 phone representatives and Team Lead(s), including employment decisions, performance management, compensation, reward & recognition, employee development and call monitoring
Primary Job Responsibilities/Functions:
Development of Staff (70%)
Plans, directs, manages and evaluates workflow
Coordinates work activities to achieve the volume expected to meet operational requirements
Recognizes and recommends operational improvements
Responsible for the day to day application of organizational policies and procedures
Monitors and coaches the performance of staff members according to established monitoring standards
Create Individual Development plans for all phone representatives and Team Leads
Facilitates team meetings
Handles escalated calls as needed
Monthly Employee Review (15%)
Completes required employee scorecard review on a monthly basis
Provides timely, accurate, specific and actionable feedback to the phone representatives and Team Lead(s)
Review phone representative calls with phone representatives monthly
Review Individual Development plans with all staff members
Achieves expected results with regards to assessing and calibrating challenging and exceptional calls.
Project work (10%)
Participates in site level initiatives under direct supervision
Continuous Learning (5%)
Meets with manager for feedback regarding technical efficacy and/or employee monthly reviews
Stays abreast of changing procedures and processes
Effectively uses current systems and applies most up-to-date procedures and enhancements
Attends training as appropriate
Essential Knowledge/Skills/Abilities/Experience:
Strong organizational and time management skills needed to meet strict deadlines.
Highly detail oriented.
Possess strong written and oral communication skills.
Demonstrate excellent PC skills including but not limited to: MS Word, MS Excel.
Demonstrate investigative and independent problem solving skills.
Demonstrate appropriate and professional phone skills.
Bachelor's degree preferred/4-6 years experience as call center supervisor.

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