Contact Center Supervisor Job Description
Contact Center Supervisor Duties & Responsibilities
To write an effective contact center supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Contact Center Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Center Supervisor
List any licenses or certifications required by the position: AIRS
Education for Contact Center Supervisor
Typically a job would require a certain level of education.
Employers hiring for the contact center supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Management, Healthcare, Associates, Leadership, Business/Administration, Communications, Health Care, Performance
Skills for Contact Center Supervisor
Desired skills for contact center supervisor include:
Desired experience for contact center supervisor includes:
Contact Center Supervisor Examples
Contact Center Supervisor Job Description
- Provide direction and guidance to a CCR work unit on day-to-day procedures and processes for the call center
- Meet or exceed quality and patient satisfaction goals
- Work with human resources and analyst to ensure adequate staffing levels to attain optimum service levels
- Deliver timely, direct feedback on performance for individual CCRs using key performance indicators (KPIs) and other agreed-upon measures
- Monitor CCR live and recorded calls for quality and accuracy and provide real-time coaching and feedback to continually improve performance
- Promote process improvement philosophy and encourage CCRs to identify opportunities to increase service delivery levels
- Conduct performance reviews and provide timely feedback on performance against key performance indicators
- Provide formal and informal recognition to enhance employee morale
- Foster a positive and collaborative work environment
- Ensure CCR staff has access to tools necessary to meet performance expectations
- Addresses disciplinary and/or performance problems in accordance with company policy
- Bachelor’s degree preferred (or a combination of post secondary education and at least four years of call center management experience)
- Bilingual fluency in English and Brazilian Portuguese
- Current or previous management experience preferred
- Track record of strong decision making utilizing sound judgment
- Exemplary work ethic with a high degree of flexibility
Contact Center Supervisor Job Description
- Maintain up-to-date knowledge of all Contact Center programs and systems the Contact Center performance requirements and Corporate/Project policy and procedures
- Manages day to day operations of an inbound or outbound Customer Contact Center related to customer service and problem resolution
- Directs and monitors the day-to-day operations of the Claims Contact Center Customer Care Associates and Senior Claims Customer Care Associates in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
- Directly impact the customer's experience and overall business results by providing feedback, coaching, training and managing overall performance to a team of CCCAs / Sr
- Responsible for meeting both recurring and ad-hoc needs for data analysis, and must distribute correct and relevant information in a timely manner
- Assisting the client services group in assessing data requirements
- Track and measure individual and team productivity and quality results
- Drive improvements in overall service levels, transactional efficiencies & cost management
- Provide assistance and/or on-the-job training
- Analyze, summarize and/or reviews data
- Minimum 2 years leadership experience in a Service or Contact Center environment
- One year of lead/supervisor experience
- Clover 1 Year Experience and extensive Clover product knowledge preferred
- Manage and motivate Contact Center staff to meet performance goals
- Analyze and verify agent knowledge level
- Thorough knowledge of Contact Center operations
Contact Center Supervisor Job Description
- Monitors and ensures that team members are performing their functions safely and efficiently
- Directs and monitors the day-to-day operations of the Claims Customer Care Associates and Senior Claims Customer Care Associates in the Claims Contact Centers by establishing priorities, coaching to key performance indicators, assisting in resolving problems in order to meet established service standards, Identifies trending and drives behavioral changes through consistent one-on-one coaching/meetings with direct reports
- Make decisions relating to interpretation and application of policies and procedures and resolve escalated and /or politically sensitive customer issues
- Provide leadership for assigned program and team members
- Supervise and guide staff on assigned program(s)
- Ensure work is assigned and completed in a timely manner according to performance metrics
- Thoroughly understand program process, and drive process improvement to ensure work is completed in an efficient and high quality manner
- Oversee program trends identifying proactive solutions to address and resolve areas of improvement
- Monitor Contact Center Representative performance against expectations
- Promote the usage of self-service functionalities with crew as appropriate
- Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
- Ability to work in a dynamic fast paced atmosphere
- Ability to coordinate activities or tasks of people and groups
- Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
- Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
- Ability to take instructions from management and ensure follow up
Contact Center Supervisor Job Description
- Guide the proper use of the knowledge management and case management systems by Contact Center Representatives to respond to, document and monitor inquiries
- Monitor trends in crew inquiries and/or issues and share key insights with the Support Center Lead
- Manage the resourcing and workload of the Contact Center Team in line with projected requirements
- Collaborate with the Support Center Lead to determine the proper balance of people leadership and operations management responsibilities
- Performs other related duties as deemed necessary by immediate supervisor
- Serves as back-up to Management staff
- Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives
- Quality monitor team members customer contacts (calls, chats and emails) based on established quality program
- Provide consistent support to Call Center Representatives by serving as a reliable resource for information and resolving difficult customer situations
- Coordinate with Call Center Manager to plan in advance for all known and unknown activities
- Solid understanding of computer basics (Windows, Operating Systems and the Internet)
- Knowledge of basic medical terms and privacy policies
- Minimum of 1 year experience in a call center environment
- Strong working knowledge of Microsoft Office product suite, specifically Excel and Word
- Demonstrated prior supervisory experience
- Considerable customer service experience
Contact Center Supervisor Job Description
- Supervising, planning, and managing functions concerned to email & chat environment
- Communicate with customers across channels for a minimum of 2-4 hours per month
- Is responsible for Back Office activities related to Loss Prevention
- Is responsible for processing and maintaining technical master data and records
- Makes necessary corrections to customer accounts as requested and reported by the business
- Develop sales techniques
- Prepare and deliver performance evaluations and other employee reviews or coaching sessions as necessary
- Direct staff, to ensure that all duties are performed according to departmental performance standards
- Develop and maintain all subordinate personnel by applying the necessary training and leadership that will aid in their growth and career advancement
- Manage business and public relationships and situations to obtain better business outcomes
- Knowledge, expertise or significant exposure to a major call center software solution and knowledge base solution
- Adaptable and highly resourceful
- Web and technical savvy
- Four or more years of customer service, volunteering, or other customer facing experience is preferred with a Bachelor’s Degree
- Without a degree eight or more years of healthcare or customer service work experience is preferred with a High School Diploma or GED
- Bachelor’s degree plus 6 – 8 years experience or equivalent combination of education and experience