Call Center Supervisor

Call Center Supervisor Job Summary

This position ensures effective service to members/insureds and is responsible for people, operations, and project management of the work group. The position also implements and manages the achievement of the strategic business plan, and applies principles and best practices to achieve total member satisfaction and attain productivity and corporate leadership goals. In addition, this position sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment.

The position may assume responsibility for all service and operational activities in the Team Manager's absence.

• Provide coaching and development to team members to ensure continual education and enrichment.
• Foster an understanding of immediate service issues to maintain total member satisfaction.
• Communicate with team members through individual and group meetings, encouraging employees to support culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives and goals.
• Create an operating environment conducive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for all.
• Identify training needs and ensure training is provided in assigned responsibilities.
• Review effectiveness of current training programs, and make recommendations to management for enhancement of existing training and addition of new programs.
• Direct staff in the handling of member service issues; and resolve elevated service issues, including, but not limited, to conflicts, special service needs, member dissatisfaction, and adverse service conditions.
• Interview, screen and hire team members as replacements or additions to staff, as well as direct promotions and terminations.
• Review requests for changes in staffing and forward to next appropriate approval level.
• Prepare and conduct performance appraisals.
• Commend employee progress and/or take appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards.
• Ensure compliance with appropriate Club and legal requirements.
• Analyze current operating activities, and report to management as requested.
• Participate in organized committees for the purpose of recommending changes in operating methods, business plans and training curriculum.
• Supervise employees’ compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws.
• Assist subordinates with administration of various employee benefits and services programs.
• Support organizational commitment to on-going leadership development through annual completion of “Leadership Development Units” including, but not limited to, live call taking, development, training and maintaining local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service or employee safety.
• Work is performed under only minimal supervision and requires extensive knowledge in established call center practices, techniques and methods.
• Work regularly requires the exercise of discretion and independent judgment in areas such as:
  Determines suitability of internal applicants for purpose of promotions based on established criteria.
• Initiates training and coaching to create desired employee performance and behavior, and provides feedback with respect to employee responsiveness to additional training/coaching or if additional measures are needed.
• Translates, guides and motivates the Club’s culture and values into day-to-day activities and…