SUN Bucks Contact Center Supervisor / State Prog Admin Supervisor

About the role

The SUN Bucks Contact Center Supervisor / State Program Admin Supervisor oversees call center operations, develops processes and procedures, collects and manages data, and builds strategic partnerships with SUN Bucks projects.

Responsibilities

• Supervise staff to ensure they effectively perform assigned job duties and achieve SUN Bucks Program objectives.
• Develop SUN Bucks processes, procedures, guides, and policies for contact center staff.
• Collect and manage data elements of call center supports, analyze trends, and determine ongoing needs.
• Initiate, build, and sustain strategic partnerships with SUN Bucks projects with others as necessary to carry out the mission of the program.
• Perform related work as required.

Requirements

• Demonstrated leadership experience.
• One (1) year of experience in a contact center (or closely related field) in a leadership role.
• Knowledge of contact center technologies, customer service best practices, and key performance indicators (KPIs).
• Ability to recognize themes in customer contact data and using it to measure and meet operational service level agreements.
• Ability to coach, mentor, and develop staff while building relationships.
• Ability to have difficult conversations, with both internal and external stakeholders.
• Strong problem-solving skills with the ability to work with and meet the needs of internal and external stakeholders.
• Variety of experiences working effectively with others from different backgrounds and cultures.

Qualifications

• A Bachelor’s degree in Business Administration or a related field may substitute for 12 months of experience.
• A Master’s degree in Business Administration or a related field may substitute for 18 months of experience.
• Two or more years of experience working in a customer support role in a large, high volume contact center.
• Language fluency in Somali, Spanish or Hmong.
• Experience in workforce management, schedules and performance metrics.
• Experience implementing new and improving existing contact center processes.
• Experience using Customer Relationship Management systems, such as Microsoft 365.
• Advanced skills using Microsoft Office products such as Word, Excel, SharePoint, etc.

Skills

• Leadership experience.
• Customer service best practices.
• Key performance indicators (KPIs).
• Customer contact data analysis.
• Staff coaching and mentoring.
• Difficult conversation facilitation.
• Problem-solving skills.

Benefits

• Paid vacation and sick leave.
• 12 paid holidays each year.
• Low-cost medical, dental, vision, and prescription drug plans.
• Fertility care, including IVF.
• Dental and orthodontic care for adults and children.
• 6 weeks paid leave for parents of newborn or newly adopted children.
• Pension plan that provides income when you retire (after working at least three years).
• Employer paid life insurance to provide support for your family in the event of death.
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury.
• Tax-free expense accounts for health, dental, and dependent care.