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Supervisor - Call Center (Seasonal)

Company: Maximus
Location: Lawrence
Posted on: September 14, 2022

Job Description:

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.Job Requirements:Essential Duties and Responsibilities:

  • Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
  • Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
  • Develop work schedules and assign duties to direct report personnel to ensure efficiency
  • Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
  • Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
  • Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
  • Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
  • Participate in meetings and recommend changes to policies and procedures
  • Assume leadership responsibility for departmental tasks and contact center activities as required
  • Support and enforce contact center expectations
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Assist direct reports with escalated issues or cases as needed
  • Perform other duties as assigned by leadership Minimum Requirements:
    • Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
    • Minimum of two (2) years of experience in a call center environment required
    • Ability to manage a high level of confidentiality
    • Proficient in Microsoft office suite
    • Excellent organizational, written, and verbal communication skills
    • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
    • Ability to work as a team member, as well as independently
    • Must be able to remain in a stationary position for an extended period of time
    • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Keywords: Maximus, Lawrence , Supervisor - Call Center (Seasonal), Other , Lawrence, Kansas

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