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

www.pailingroup.com

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