Temporary Disaster Relief Supervisor

Overview

This position will support a disaster relief program- temporary role.

The Temporary Call Center Supervisor is responsible for leading and developing contact center agents, while managing to all metrics and KPIs associated with the program. Supervisors are the backbone of each and every team as the front line leadership to their respective employees.This position requires advanced communication skills and the ability to listen and communicate effectively with management and staff, along with the clients and customers. Supervisor must have excellent judgment and leadership skills, able to make decisions based on data and information.Supervisors must be able to have difficult conversations, along with holding their peers accountable to difficult conversations to maintain a healthy and productive call center environment.

Qualifications

The knowledge, skills and abilities typically acquired through the completion of a bachelors degree program or equivalent and two or more years of relevant supervisory work experience in a customer service, high volume, and multiple function environment.

This position requires proficient knowledge of Microsoft Word, Excel, Access and call center specific systems.

Must meet qualifications to obtain federal clearance

US Citizenship required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disability to perform the essential duties listed above.

Responsibilities

• Plans, assigns, and directs the work of the contact center staff, along with the associated team leads
• Ability to be flexible to work any shift.
• Performs coaching sessions with each employee on their team weekly and provides feedback daily with ideas on how to exceed the customer expectations, and continue to improve performance.
• Monitors and assesses calls on a daily basis to ensure that CSRs are using appropriate tools and are providing information that is accurate and conforms to company and client specific procedures.
• Appraises employees performance on a weekly, monthly and annual basis, with formal reviews at least by quarter
• Communicates client specific procedure changes to team members as necessary, verifying that each employee has received and understands the associated changes.
• Responsible for rewarding and correcting employees, including but not limited to promotions and terminations.
• Addressing complaints and resolving concerns for employees, customers, and clients.
• Build morale and group commitments to goals and objectives.
• Collects information on productivity (individually and collectively) to monitor progress toward goals and objectives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.