Call Center Supervisor, E Hartford, CT

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the day-to-day supervision and performance management of Call Center staff. The Supervisor works collaboratively with Operations Management, Training, and Quality Assurance to ensure employees meet contractual requirements related to timeliness, accuracy, productivity, and customer service.

The Call Center Supervisor is also responsible for identifying and implementing innovative strategies that support continuous operational improvement and result in increased staff productivity, accuracy, efficiency, and overall performance.

Maintain accountability for ensuring unit performance meets the service level requirements and contractual obligations established by the State of Connecticut.

Monitor staff performance on a daily basis to ensure all contract requirements, company policies, and performance standards are met.

Monitor staff conduct and address performance or behavioral concerns in accordance with company policies and procedures.

Establish, maintain, and monitor appropriate performance metrics to measure employee productivity, accuracy, quality, and achievement of contract deliverables.

Evaluate employee progress toward individual performance objectives and identify opportunities for improvement.

Accurately prepare, update, and monitor daily and monthly reports related to unit activity and performance.

Analyze performance trends and make recommendations to the Operations Manager regarding staffing, workflow, and operational adjustments.

Serve as a resource for staff regarding questions, case reviews, escalations, and other matters requiring a higher level of knowledge or expertise.

Research and synthesize information related to government programs, social services, and business processes to assist staff in effectively performing their responsibilities.

Assist in the development and implementation of policies, procedures, and operational processes as needed.

Serve as a Call Center Subject Matter Expert (SME) and provide guidance to staff on processes, procedures, and complex issues.

Support staff with case reviews, escalations, questions, and other matters requiring advanced knowledge or expertise.

Complete assigned projects and tasks accurately and within established deadlines.

Proactively communicate with management when project deliverables or deadlines may not be met.

Maintain a high standard of quality, accuracy, and timeliness in all work and deliverables.

Support staff development through ongoing coaching, consultation, feedback, and performance evaluations.

Conduct regular performance assessments and provide employees with clear expectations and measurable performance objectives.

Evaluate employee progress toward individual objectives and provide timely feedback regarding performance, including coaching and formal disciplinary action when appropriate.

Take initiative to identify and address performance deficiencies related to productivity, quality, attendance, conduct, and other areas of performance.

Work consistently with direct reports to promote professional development and prepare employees for advancement and increased responsibilities.

Foster a positive, collaborative, and accountable team environment that supports employee engagement and performance.

Facilitate the timely resolution of customer complaints, questions, and inquiries.

Communicate clearly, professionally, and effectively with both internal and external clients.

Ensure that customer needs are consistently addressed and that staff maintain high standards of customer service.

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