Call Center Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coach Member Advocates as needed: prepare scorecards, interpret feedback provided by other departments, and supervise overall performance goals to ensure departmental goals are met
• Ensure all requests are processed accurately and in a timely manner
• Ensure all department assignments (voice mail, Callbacks, special projects) are completed and logged
• Participates in Recruiting of new Member Advocates
• Provide feedback for Performance reviews of Member Advocates according to ADG’s review process
• Maintain Member Advocates timesheets, vacation time, and sick time to ensure accuracy and timely processing
• Participate actively in the Member Advocate quality process
• Monitor Member Advocates’ attendance, adherence to schedule, shrinkage, and utilization
• May be required to supervise Member Advocates on weekends
• Meet with Team monthly to discuss team statistics and overall departmental issues/concerns
• Gather and interpret numerous reports and data from multiple resources
• Format, update and distribute procedures and scripts as required by MAC Management
• Work closely with MAC Management daily to keep manager(s) informed of trends and developments affecting the Member Advocate Service Center
• May be required to take calls during peak times
• May be required to back up LOD as required
• With direction from MAC Management, train LOD and provide additional support
• Create rotation schedule monthly for special assignments
• With input from MAC Management, communicate a daily tactical Service Level Plan
• Troubleshoot technical or procedural issues that arise for Member Advocates and report to the ADG Helpdesk as required
• Provide reporting as required by the business
• Other duties as assigned

Qualifications

• Minimum of 5 years Contact Center experience with 3 years in a Supervisory role
• Flexible Hours; must be willing to work weekends
• Positive attitude, with excellent leadership skills
• Superior verbal and written communication skills
• Good work ethic, takes initiative and strong attention to detail
• Proficient in MS Office – Outlook, Word, and Excel
• Ability to troubleshoot complex problems of a procedural or technical nature
• Ability to motivate to improve overall performance of advocates
• Ability to coach and develop advocates’ skills to attain greater success
• Ability to define and correct areas needing improvement
• Experience with PCs, Windows, and databases