Pailin Group Executive Search

Contact Center Supervisor - Valencia, CA

Job Summary:

We are currently seeking a dynamic Contact Center Supervisor to work in our clients Valencia Contact Center. Their agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to provide excellent customer service.

Benefits:

Medical, Dental and Vision
401(k)
Personal, Sick and Vacation Days
Flexible Spending Account
Life & Disability Insurance
Education Assistance
Employee Discounts

Key Job Responsibilities:

Monitors and reviews reports for performance statistics, daily
Manages abandonment rate to below 5%
Runs and monitors dialer campaigns through to completion
Manages Available time to 5.5 hours or above per CSA
Maintains sufficient phone coverage in specialty queues
Monitors, evaluates and assists with follow up on team hold screens
Monitors and ensures completion of returned CSA documents
Monitors quality and productivity of CSAs and generates reports
Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
Answers questions and recommends corrective services to address customer complaints
Coaches agents through side-by-sides, monthly
Determines work procedures, prepares work schedules, and expedites workflow
Studies and standardizes procedures to improve efficiency of subordinates
Maintains harmony among workers and resolves grievances
Prepares and delivers monthly and annual performance reviews with management
Identifies beneficial training topics based on questions and requests from CSAs
Calculates and submits agent incentive points
Places employee orders
Processes order cancellations and account deletions
Conducts interviews
Delivers disciplinary action and maintains Key Incident Logs
Handles and resolves escalation calls
Miscellaneous projects as assigned by manager

Experience/Qualifications/Education:

College degree preferred
2 years supervisory experience, preferably in a call center environment
3-5 years customer service experience
Health care industry experience preferred
Proficient in Microsoft Word and Excel
Excellent written and verbal communication skills
Strong organizational skills

Pailin Group Professional Search Consultants - Send resumes to Amanda Sonus - Senior Consultant asonus@pailingroup.com