Contact Center Supervisor - Onsite - Ridgeland, MS

About the role

This position oversees day-to-day operations, leads, and guides a team of representatives to ensure service level and contract goals are met, and drives continuous improvement to enhance the customer experience and satisfaction.

Responsibilities

• Maintains contact center performance, operating efficiencies, and staff development.
• Initiates call center process and policy improvements.
• Responds to customer inquiries and communicates with clients for complete satisfaction.
• Generates daily, weekly, and monthly reports for management and clients.
• Maintains training needs and ensures proper contact center education.
• Provides knowledge and guidance on Medicaid policy manual and relevant transportation needs.
• Develops and maintains a comprehensive working knowledge of proprietary software.
• Led projects and performs other duties as assigned.
• Determines appropriate staffing levels to achieve goals and objectives.
• Coaches employees on performance gaps, career development, and strategies.
• Mentors and coaches employees on HR processes.
• Manages budget and analyzes variances.
• Works independently and as part of a team.
• Analyzes data and reports on center performance.
• Experience in a heavy phone volume customer service environment.

Requirements

• Bachelor's Degree required.
• Four (4) plus years experience in a heavy phone volume contact center.
• Up to one (1) years leadership responsibility.
• Or equivalent combination of education and/or experience.
• Strong ability to use thinking and reasoning to solve a problem.
• Excellent verbal and written communication skills.
• Ability to communicate effectively, clearly, and concisely.
• Ability to take care of the customers' needs while following company procedures.
• Ability to make critical decisions while following company procedures.
• Ability to get along well with a variety of personalities and individuals.
• Ability to influence others to perform their jobs effectively.
• Intermediate proficiency in the use of Word, Excel, Outlook, and PowerPoint.
• Ability to organize and direct oneself and effectively supervise others.
• Ability to find solutions for or deal proactively with work-related problems.
• Ability to build relationships with customers and co-workers.
• Driven ability to complete tasks under stressful situations.
• Knowledge and proficiency of call/contact center management tools and principles.
• Knowledge and proficiency in quality improvement tools and processes.
• Must be able to work independently and as a member of a team.
• Must possess ability to analyze data and report on center performance.

Qualifications

• Must be able to work independently and as a member of a team.
• Must possess ability to analyze data and report on center performance.

Skills

• Thinking and reasoning to solve problems.
• Verbal and written communication skills.
• Customer service skills.
• Leadership and coaching abilities.
• Proficiency in Microsoft Office Suite.
• Ability to manage time and prioritize tasks.
• Ability to handle stress and work under pressure.
• Ability to work independently and as part of a team.
• Ability to analyze data and report on center performance.

Benefits

Not specified.

Pay

$46,000 - $50,000 Annual

Schedule

Not specified.