PRIMARY PURPOSE: The Assistant Vice President (AVP), Labor/Employee Relations leads on labor relations issues. The AVP will develop, plan, coordinate and supervise the Labor/Employee Relations program for the entire campus. SPECIFIC DUTIES: Ensure the interpretation and consistent administration of the State collective bargaining agreements for UUP, CSEA, PEF, and NYSCPBA. Build and maintain relationships with all campus constituents to facilitate the successful management of the responsibilities of the office.
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Contact Center Supervisor
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
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