Operations Supervisor; Limited Service

Operations Supervisor for High Volume Call Center(Limited Service)

Are you looking for a leadership position? Do you havecallcenter experience?

Do you want to help employees reach their full potential?

If so,Kenific Group Call Center Operations (KGCCO) is looking for you to be a Limited-Service Operations Supervisor in our Tampa Call Center !

Company Overview

KGCCOis agovernment contracting company and weoperatea high-volume call center in Tampa, FL.O ur teamassiststhousands of Americans in navigating complex healthcare insurance plans offered through the Federal Marketplace and Medicare. We are looking for motivated,hardworking,and enthusiastic supervisors to manage customer service representatives (CSRs), andwe havemultiplepositions available now!

PLEASE NOTE:

These positions are seasonal and are estimated to last from September through January, during the Open Enrollment Period (OEP) for Marketplace insurance.

Responsibilities

• You will be part of a team supporting a contract with the Centers for Medicare& Medicaid Services, and will workwiththe
  
  Supervisors, Operations Managers,Site Director, and other contract management to provide the highest levels of customer service to our clients and our customers.
• You willexhibithigh-quality work standards and professional behavior at all times, while serving as a role model for your team.
• You willbe responsible for supervising, developing, and coachingyourCSRs tohelp them meet our team’sproductivity, quality, attendance,adherence,and timeliness goals.
• You willbe required to listen to a minimum number ofcalls for each of your CSRs each month and provide coaching and feedback based on the calls.
• You will complete and deliver performance appraisalsforyour team, and coach CSRs in areas identified as needing attention.
• You will enforce callcenterand corporate policies and procedures.
• You will participate in calibration sessionsforthe purpose of keeping current on quality changes.
• You willbe required to take a minimum of one hour of phone calls per month and may login to the telephone queuesmorefrequentlyduring high call volume and/or all-hands status.
• You mayparticipatein the interview process and make recommendations for hiring call center staff.
• You may be asked to perform other dutiesnot listed here within the scope of your supervisory responsibilities.

Position Requirements

• Previous call center experience as a CSR is required.
• 6 months of supervisory or leadership experience isdesired.
• Bachelor’s degree or equivalent work experience preferred.
• Minimum of2 years of customer service, leadership, and team interaction skills are required.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to exercise good judgment, make independent decisions, and proactively solve problems.
• Must be organized and have strong time management skills, as well as experience with the Microsoft Office suite, particularly Excel.
• Basic math skills are required.
• Ability tomaintainschedule flexibility to respondto business needs, with potential shift changes assigned if needed.
• Ability to interact with all levels ofproject team, from CSRs to corporate management.
• Strong analytical and organizational skills.
• Bilingual (Spanish) languageskillsare highly desired.

Location

• The position is onsite at our Tampa call center, 5 701
  
  E. Hillsborough Avenue, Suite 1300, Tampa, FL 33610(located nearthe Hard Rock Casino).
• Remote work is not available for this position.

Schedule

• Our call center is open from8:00AM to 10:00PM,Monday through Friday,with extended operating hours during peak season. Your shift will be assigned foraportionof that daily schedule, based on operational needs.
• Several openings are for shifts beginning at1:30PM.
• For external candidates, training for this position will begin
  
  Tuesday,…