Call Center Supervisor

This position is WORK IN OFFICE

• Provides staffing for the Customer Service function to meet customer's requirements.
• Provides Customer Service team with good communications and keep them informed of changes within the company.
• Provides CSA support by providing coverage during holidays, absenteeism, periods of high workload, etc.
• Liaises with Business Managers to ensure CSA is giving support to customer.
• Holds team meetings with clear objectives that each staff member is clear on.
• Carries out yearly appraisals to each member of staff.
• Provides management to work area by training and mentoring Team Leaders and providing advice with regards to achieving daily quality, production, and turn time goals.
• Monitors trends in functional areas, reporting this information to management and customers, and initiating corrective actions as necessary.
• Prepares daily, weekly, monthly and quarterly data as required.
• Reviews employee attendance records.
• Monitors and edits employee time system.
• Monitors qualification of gain share financial incentive bonuses.
• Provides advice to Team Leaders with regards to all unit employees adhering to company policy.
• Studies new and current processes to ensure the most efficient and effective flow is in place
  
  Complies and follows all procedures within the company security policy.
• Performs other duties as assigned.

• 3 or more years of experience in relevant field, including 2 or more years of in a lead role.