Contact Supervisor Job Description
Contact supervisor
provides leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
Contact Supervisor Duties & Responsibilities
To write an effective contact supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included contact supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Supervises and participates in the work activities of the department representatives, assist representatives with the handling of complex problems, questions and situations requiring good judgment based on knowledge and experience
Decides questionable issues involving deviation from normal operating procedures, guidelines and policies
Develops, implements and promotes new programs
Communicates and ensures understanding and consistent implementation of policy, procedure and program changes to staff
Prepares all staff requisitions, conduct interviews and make decisions on new hires
Provides training, establish employee schedules, provide work direction for staff
Recommends changes in procedures and processes which will enhance the efficiency of the department/staff, customer service/referrals/sales and profitability of operations
Develops, maintains and reviews all reference materials used by staff
Prepares and analyzes statistical reports and make recommendations to improve staff production
Prepares and conducts special studies, pilots and reports
Contact Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Supervisor
List any licenses or certifications required by the position: AIRS
Education for Contact Supervisor
Typically a job would require a certain level of education.
Employers hiring for the contact 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, Technical, Business/Administration, Communications, Performance
Skills for Contact Supervisor
Desired skills for contact supervisor include:
DHL Express products and services
Foreclosure
Loss mitigation
Microsoft Office products
Continuous improvement methodologies will be vital as you review and analyze production
Maintenance activities to identify areas of improvement
Quality control
Business areas
Occupational and process safety requirements
Specialized functions
Desired experience for contact supervisor includes:
Provides feedback to immediate supervisor that are related to pertinent matters and developments related to customers, the department and staff
College degree or equivalent experience recommended
Develop and deploy the coaching package to be used by all Program Operations Specialists to maximize the performance of each individual CCR and optimize overall CCR team performance
Develop and deploy the coaching tool for every Program Operations Specialist to use
Manage direct operations for a defined work unit
Accountable for service level expectations, quality assurance, and productivity standards for work unit
Contact Supervisor Examples
1
Contact Supervisor Job Description
Job Description Example
Our company is hiring for a contact supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact supervisor
- Ensure that all activities are performed in a safe manner
- Be responsible as emergency response coordinator (incident commander) for hazardous waste, hazmat, fire, medical and confined space emergencies on the site until relieved by the brigade leader or deputy
- Ensure Synthesis compliance with EHS Guidelines, department guidelines, and operating procedures on 24/7 operation
- Allocate labor and maintenance resources to ensure production to plan, including overtime coverage
- Troubleshoot system and process problems in collaboration with production engineers, process support engineers and others to ensure that all aspects of the manufacturing process, process control system and equipment operation are managed effectively
- Assist in quality troubleshooting, process optimization and corrective action implementation
- Review production performance losses and process anomalies with technicians by reporting to Operations Maintenance Coordinator and Production Manager or Engineer, as necessary
- Educate and train technicians on process understanding, DCS systems, PI process historian and SAP
- Possess knowledge of SAP manufacturing transactions (e.g., maintenance notifications, labels, quality display)
- Assist in achieving site's COPA requirements and KPIs
Qualifications for contact supervisor
- The position is a mix of tasks including attending meetings, preparing reports, training, supervising staff on the floor and high customer engagement
- Proven supervisory and/or management experience as a supervisor or equivalent is required, preferably in the telecommunications/contact centre operations field
- Proficiency in MS Word, Excel, PowerPoint, Outlook, Sharepoint
- Act as Management representative during off-hours
- Monitor quality results and corrects or reports issues to Product Management during off hours
- Enter incident reports in AIMS system and assist with the investigation, identification and implementation of corrective actions
2
Contact Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of contact supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact supervisor
- Maintain responsibility for housekeeping and 5S compliance
- Ensure high asset effectiveness by avoiding lost time, ensuring rapid maintenance turnaround, and assist in identifying root causes for lost time and participating in continuous improvement activities
- Increase team effectiveness with limited resources
- Responds to all contacts (internal and external) in a professional manner
- Document all customer interactions and capture required customer information in the appropriate software tracking system
- Ensure incoming/outgoing contacts are managed and processed in a timely manner within technology provided
- Responds to escalated calls and refers to appropriate manager for resolution when needed
- Demonstrates flexibility in providing coverage and/or availability for the Customer Care Contact Center via scheduling adjustments for unexpected absences, events, or call volume variances
- Direct activities of staff
- Participates and leads internal and external training opportunities relevant to the customer service environment on a regular basis
Qualifications for contact supervisor
- Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), knowledge of New York health care, social service, and geographic and demographic environments preferred
- Implement process improvement projects to optimize departmental efficiencies including introduction of new software tools, workflow methodologies and employee training
- Identify contact discrepancies through reports and works to identify solutions for even workload among staff
- Create strategic resource plans to prepare department for expanded scope of support
- Partner with internal customers and external vendors on special projects and other custom requirements
- Have a strong sense of compassion and ability to foster relationships with contacts, customers and internal employees at all levels
3
Contact Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of contact supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact supervisor
- Ensure production of products that meet specifications and process adjustments are made as needed to address quality deficiencies
- Manage the department to meet cost targets, utilizing operators in most effective manner while using overtime only as required
- Instruct, train and qualify new operators and keeps the Shifts up to date on management of change issues and SOP revisions and required regulatory training
- Ensure that all employees in their respective areas of accountability follow the work rules, site policies, and administer discipline as necessary
- Investigate process problems and potential process problems and work with maintenance, Engineers and Operators to understand the issues and implement measures to correct
- Understand the department budget and stay within established guidelines and standard product costs
- Control company products and resources to prevent loss and keep cost at a minimum
- In conjunction with Shift Manager, plans material, resources, staffing, and flow of materials/work through department and ensures new technology, process and/or procedures are smoothly transferred into daily activities
- Create schedules for operators on the production
- Ensure compliance with all applicable federal, state and local statutes and all BC requirements
Qualifications for contact supervisor
- 5+ years experience in contact/call center work environment
- 3+ years experience in supervisory/management role
- Knowledge of call center software preferred (ACD, CRM, Quality monitoring)
- A minimum of one (1) year of supervisory experience in the marketing/vacation ownership industry
- Able to clearly explain the product and Sampler contract
- Proven supervisory and/or management experience is required
4
Contact Supervisor Job Description
Job Description Example
Our growing company is looking to fill the role of contact supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact supervisor
- Identify training and development needs among the staff and work with Manager/Director and trainer to ensure needs are addressed
- Supervise call center agents (first tier support)
- Manage the service level of call center agents
- Associated processes
- Maintain a positive work environment through motivation and visibility to agents
- Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool
- Manage proactive approval and denial of time off requests audit and approve schedules created by workforce management team to ensure KPI goals are met
- Ensure that customer questions and problems are resolved properly and quickly
- Complete tickets escalated to management
- Act as a liaison between the phone agents, management, and client services
Qualifications for contact supervisor
- Excellent interpersonal and communication skills with ability to communicate cross-functionally across all levels
- Experience in matrixed, cross-functional work teams with ability to drive change
- Ability to step up to conflict situations, handle tough agreements, and settle disputes equitably
- Considerable related work experience in call center management experience
- Expertise in call center management in a large scale environment
- Shared services experience strongly preferred
5
Contact Supervisor Job Description
Job Description Example
Our company is hiring for a contact supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact supervisor
- The primary communication method is email (180,000 annually) followed by telephone
- Provide day to day workforce management
- Represent Customer Service and Customer Operations credibly and effectively with customers and internal partners
- Completes multiple, simultaneous duties or special projects as assigned and in a timely manner
- Meet and exceed production metrics on a daily basis (package sales, tour achievement, cancelation percentage)
- Coach agent staff to ensure quality, compliance and production goals
- Execute MCCV vision through implementation of results, drive ideas to better drive production
- Maintain accurate records and metric tracking (new hire, attendance)
- Establish and execute plan to drive "Count on Me" philosophy, resulting in decreased turnover and greater buy in for the entire agent staff
- Lead operational and financial site performance
Qualifications for contact supervisor
- College degree (BS/BA) or equivalent work experience preferred
- Six months to Two years in a related field and four years of high volume customer service experience involving exposure to supervisory tasks, or an equivalent combination of education and experience
- Effective working knowledge of Windows-based computer applications
- Ability to work extended hours schedule, and/or holidays as necessitated by business/weather conditions
- Flexible schedule to be determined
- 3+ years leadership/supervisor experience preferred