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Contact Center Supervisor

Company: LogistiCare
Location: Greenville
Posted on: November 21, 2020

Job Description:

The Contact Center Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. Responsible for providing: leadership, coaching, development and management of staff. ESSENTIAL FUNCTIONS * Executes on management routines and disciplines * Leads and manages by observations and coaches in the moment * Conducts and documents coaching, annual reviews, live service observations and 1:1's * Performance manage: Attendance, Schedule Adherence, Developmental Plan, Performance Plan, etc. * Prepare and facilitate team meetings/training * Answers employee questions and takes escalated calls * Recruits and obtains schedule movements (.e. extra hours, shift/break changes, PTO, extra hours, etc.) * Assists with candidate screening, interviews, hiring and new employee onboarding * Evaluates employee overall performance * Recognizes employee achievements and champions LogistiCare core values * Champions companywide initiatives (Supporting and embedding changes) * Approves/authorizes payroll accurately and on schedule * Identifies, collaborates and assists in developing process improvements * Must be able to maintain confidentiality of information * Live monitoring queues and skills while communicating needed changes to the National Command Center * Other duties as assigned POSITION QUALIFICATIONS Education * High School Graduate or General Education Degree (GED) * Bachelor's Degree preferred Skills & Experience * 1 year of contact center Supervisory experience is strongly preferred * 1 year of Transportation, Contact Center and Health Care experience preferred * Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes * Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner * Must be able to work independently and as a member of a team * Experience dealing with crisis and ability to create processes that best benefit the entire team * Excellent customer service and phone skills * Must possess ability to analyze data and report on center performance * Strong management and organizational skills * Ability to accurately type 35+ corrected words per minute * Proficient in Microsoft Word, Excel and Outlook * Read, write and understand English fluently * Bi-lingual a plus LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Greenville , Contact Center Supervisor, Other , Greenville, South Carolina

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