Contact Supervisor Resume Samples

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A Feil

Anabel

Feil

16979 Linnea Coves

Dallas

+1 (555) 905 0351

16979 Linnea Coves

Dallas

Phone

p +1 (555) 905 0351

Experience Experience

San Francisco, CA

Contact Supervisor

San Francisco, CA

Sawayn Inc

San Francisco, CA

Contact Supervisor

Execute performance and career development discussions
Analyze and resolve work problems, or assists employees in solving work problems, according to company policies and procedures
Providing leadership, coaching, and guidance to optimize all aspects of the packaging operations in terms of employee and equipment performance
Provide management support to frontline agents
Monitor, provide feedback, coach and counseling and document employee performance results
Assist in the revision of production schedules and priorities as result of equipment failure or operating problems
Support development assignments and movement of talent across units

San Francisco, CA

Supervisor Contact Center

San Francisco, CA

Schultz, Zemlak and Dibbert

San Francisco, CA

Supervisor Contact Center

Interfaces with varying levels of management, customers and staff
Identify problems or issues in processes and implement solutions bringing bottom line results
Interface with varying levels of management, customers and staff
Assist in managing day to day operations of a multi-client call centre environment
Identifies problems or issues in processes and implements solutions bringing bottom line results
Develops a climate providing motivation, participation and opportunities for employee initiative
Administers all Department and Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety

present

Philadelphia, PA

Supervisor, Contact Center

Philadelphia, PA

Beatty, Bernier and Bashirian

present

Philadelphia, PA

Supervisor, Contact Center

present

Interface between general support staff, management, product management, product development, product implementation, and product support
Manage and assist employees with work related problems or situations
Assist the Manager with operational strategy, process control, staff selection and management reporting
Maintains daily and monthly statistics on contact center activities to provide constructive feedback on employee performance and center productivity
Provide each assigned team member with an Annual Performance Plan that is aligned with departmental goals
Provide regular feedback to manager on staffing related issues
Executes performance appraisals

Education Education

Bachelor’s Degree in Business

University of Delaware

Bachelor’s Degree in Business

Skills Skills

Great communication skills both oral and written
Basic understanding of chemicals and their properties
Basic understanding of mechanical and electrical systems
Ability to be supervise and coordinate effort of others
Knowledge of chemicals and their nature, hazards, safety and health issues, etc
Physical stamina to work overtime and continuous/rotational shifts
SAP, Microsoft Suite, Compliance Pro, experience
SAP, Microsoft Suite, Compliance Pro, and Lotus Notes experience

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Supervisor, Partner Contact Center Resume Examples & Samples

Manages selection, retention, training and development of partners and makes effective staffing decisions to ensure service levels and department goals are accomplished
Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs as well as by creating new and effective methods of recognition
As the department subject matter expert, performs research and works cross functionally with partnering business units to resolve escalated situations involving partner concerns and systematic issues
Establishes department processes, procedures and policies by continually identifying and implementing process improvements that increase productivity, accuracy and eliminate redundancy
Manages department projects ensuring projects meet specified timelines and deliver expected results; is responsible for the department’s readiness to support projects and initiatives
Participates in formulating future departmental goals and supports the vision and strategic priorities of the contact center as it relates to effectively delivering HR programs and customer service
Assists with the assessment and analysis of overall effectiveness of contact center systems and hardware to ensure optimum performance of all applications
Assists with the development and implementation of contact center technology related systems, procedures and standards
Supervisory experience 4 years
Experience working in a customer service or contact center environment 3 years
Project management or related experience 3 years
Human resources experience or education strongly preferred 2 years
Strong leadership and interpersonal skills with the proven ability to coach and mentor others
Ability to successfully manage the daily operations of a large team in a fast paced environment
Ability to assess department and team needs; develop and implement strategies to address needs
A team player with the ability to develop strong relationships and work collaboratively with and through others
Ability to multi-task, manage multiple priorities and meet deadlines with a high level of stress tolerance and with strengths in detail orientation, planning and organizing
High level of integrity and discretion when dealing with sensitive information
Exceptional customer service skills with demonstrated composure and professionalism
Ability to lead projects that are broad in scope
Knowledge of company operations, policies and procedures

Supervisor, Guest Contact Center Resume Examples & Samples

Monitors team/team member statistics; including volume, service levels and sales, to ensure that we are providing exemplary guest service and that target goals are met
Documents standards/best practices and makes recommendations for improving the Guest Experience and driving incremental increases in sales revenue
Produces/distributes statistical reports, depicting statistics for the Alternate Channels Team, as needed
Provides ongoing coaching to the team on improving operational procedures, tailoring sales strategies for the Alternate Channels guest, enhancing guest interaction and avoiding guest service issues
Reviews chat transcripts/email responses/social media replies, and provide weekly, personalized feedback/coaching for each team member
Evaluates and conducts team member development plans and company's annual performance appraisals
Assists with ongoing training of team members
Enforces UO and office policies and procedures. Responsible for disciplinary/corrective action in the event of policy or procedure violations
Stays current on Alternate Channel communication trends (email, social media, and chat), sharing important information with team members and Management
Promotes the development of positive relationships with other departments within UO, vendors and other business contacts
Responsible to be well-versed in and knowledgeable of all products and services, procedures and policies and provides periodic awareness to team members through team meetings, individual coaching sessions and other venues as necessary
Attends meetings as needed
Disseminates new information, procedural changes, and product information
Works to resolve team member issues and to promote unity and good working relationships within the team
Offers constructive feedback/coaching/learning opportunities, to assist/encourage team members looking to further their career within UO

Single Point of Contact Mortgage Default Supervisor Resume Examples & Samples

Supervises and coordinates daily workflow to meet departmental objectives
Provides leadership, guidance, and feedback to staff, as well as training when necessary
Uses independent judgment and discretion in the day-to-day management of assigned staff
Responsible for establishing and maintaining federal registration requirements outlined in the SAFE Act
Communicates and enforces operational and procedural changes to stay in compliance with Bank policy and/or government regulations
May perform data analysis and reporting of departmental statistics
Exercise the authority as supervisor concerning scheduling, salary recommendations, candidate interviews/hiring, corrective action/termination, performance appraisals, and promotions
May facilitate process innovation and/or special projects assigned by manager
Responsible for performing tasks in a manner that are compliant with applicable laws and regulations and/or that serve to help the company be in compliance with laws and regulations that apply to the Mortgage Collections/Default business line
Performs other relate duties as assigned by management
Bachelor's degree or a minimum of four years relevant work experience
Minimum three (3) years experience in department or comparable area
Minimum two (2) years supervisory experience
Strong PC skills including Microsoft Word, Excel, PowerPoint and Outlook
In-depth knowledge of documents, procedures, measures and terminology with regard to mortgage default processing
Demonstrated work leadership ability
Proven ability to interact with all levels of personnel
Strong time management and organization skills
Previous collections or default processing supervisory/management experience
Previous call center management experience

Contact Centre Supervisor Resume Examples & Samples

Oversee all Contact Centre operations, including but not limited to staffing, training and scheduling
Develop and maintain an energetic, high performance Contact Centre culture that inspires employee commitment
Implement standards for call handling, service levels and performance monitoring measures
Update training collateral/manuals and provide onsite training to Contact Centre representatives
Facilitate training by having a sound understanding of the product offering
Oversee shift staffing goals, ensuring all projects reach the recommended hours necessary to finish on time
Ensure that all Contact Centre performance and service standards are met in the areas of quality, call processing time, and productivity
Contribute to processes to capture, analyze, leverage and share customer insights in order to improve call efficiency and client satisfaction
Collaborate with team members to craft solutions to meet customer needs
Contribute ideas that will help to resolve customer problems
Assist in the prioritization of the product roadmap with engineering, design, marketing and sales
Track and document program functionality
Collaborate with marketing to effectively launch new services, features and enhancements
5+ years of experience working in a Call Centre, Contact Centre or Processing Centre environment (education may be substituted for experience on a year-for-year basis)
Exceptional leadership, interpersonal and customer service skills
Strong personnel management skills and experience including the ability to develop and motivate staff
Team player with the ability to work in a fast-paced environment is a must
Demonstrated ability to implement and develop strategies, build action plans, and set goals
Strong ability to troubleshoot problems
Proficiency with computer software programs including MS Office (Word, Excel, etc.)
Must have excellent English and French communication skills, both written and verbal
Experience working with First Nation and Métis communities is preferred but not required
Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude
Ability to be flexible to handle multiple priorities and to work limited overtime as necessary
5+ years of management/supervisory experience in Contact/Call Centre
Demonstrated ability to develop, implement and execute business processes for new business

Supervisor, Customer Contact Center Resume Examples & Samples

Monitor hourly call volume from both external and internal customers and adjust resources to meet prescribed service levels
Provide assistance and coaching to resolve the more detailed customer interactions and, if necessary, escalating issues to the Manager and/or Director. Effectively communicate the resolution of common issues with the entire customer contact center for future reference and resolution
Provide communication across entire customer contact center on updates to procedures, policies and product knowledge
Compile and provide a daily report out on activities that require attention by the daytime Supervisors
Technical Skills: PC skills (Word, Excel, Outlook etc.)
Education: College degree
Experience: 2+ years. Prior retail or call center experience a plus
Shifts: Primarily standard business hours (9:00am – 5:00pm) with occasional need for either earlier start or later completion times when required. In addition, the Supervisor will be required to be “on call” for weekend shifts on a rotating schedule with the other members of the Management team

Contact Supervisor Resume Examples & Samples

Responsible for promoting a safe work environment through educating, training, establishing standards, and following all applicable company and government safety guidelines
Ensures that employees are trained and oriented in safety, quality, customer and productivity standards that is facilitated through the use of Job Safety Practices (JSP), EOPs, MIs, and Manufacturing Operating Documents (MOD)
Responsible for maintaining the production requirements of the department through the planning of order runs including verification of material inventories, labor scheduling, specification tolerances, shipping requirements, and shipping dates
Responsible for the ordering of supplies necessary for operations such as personal protective equipment (PPE), office supplies, etc
Responsible for supporting the Zero Incident Mindset (ZIM) program
Must be able to manage operations in multiple locations simultaneously
Responsible for issuing timely disciplinary actions for attendance, job performance and/or non-compliance with policies or procedures
Responsible for identifying and ordering items needed for production. Requires skills to manage purchasing, and operate SAP, Lotus Notes, Outlook, and Compliance Pro
Responsible for creating schedules for operators on the production. They coordinate to make changes as necessary from employee or process needs
Assists in basic troubleshooting and minor equipment maintenance/repair
Ensure compliance with all applicable federal, state and local statutes and all BC requirements. These can include but not limited to , proper hazardous waste disposal, proper protective equipment compliance, Title V readings and proper product labeling
Wear necessary safety equipment and follow Company established Safety, Health and Environmental policies and procedures. Employees are responsible for understanding the importance of process safety as it applies to their jobs and are responsible for following and contributing to the work process to achieve improvement in Company process safety and safety and environmental performance
3+ years manufacturing environment experience or related experience required
Chemical Plant Environment experience a plus
Management experience a plus
Experience in Unionized environment is preferred
Great communication skills both oral and written
Excellent organizational and time management skills required
Strong leadership and interpersonal skills required
Basic understanding of chemicals and their properties
Basic understanding of mechanical and electrical systems
Basic Math skills required. (addition, subtraction, multiplication, and division)
Moderate to Intermediate Computer skills required
Problem-solving skills required
Ability to be supervise and coordinate effort of others
Knowledge of chemicals and their nature, hazards, safety and health issues, etc
Physical stamina to work overtime and continuous/rotational shifts
SAP, Microsoft Suite, Compliance Pro, experience a plus

Contact Supervisor Resume Examples & Samples

Promote a safe work environment through educating, training, establishing standards, and following all applicable company and government safety guidelines
Ensure that employees are trained and oriented in safety, quality, customer and productivity standards that is facilitated through the use of Job Safety Practices (JSP), EOPs, MIs, and Manufacturing Operating Documents (MOD)
Maintain the production requirements of the department through the planning of order runs including verification of material inventories, labor scheduling, and specification tolerances, shipping requirements, and shipping dates
Order supplies necessary for operations such as personal protective equipment (PPE), office supplies, etc
Support the Zero Incident Mindset (ZIM) program
Manage operations in multiple locations simultaneously
Issue timely disciplinary actions for attendance, job performance and/or non-compliance with policies or procedures
Identify and order items needed for production. Requires skills to manage purchasing, and operate SAP, Lotus Notes, Outlook, and Compliance Pro
Create schedules for operators on the production. They coordinate to make changes as necessary from employee or process needs
Assist in basic troubleshooting and minor equipment maintenance/repair
Ensure compliance with all applicable federal, state and local statutes and all BC requirements. These can include, but not limited to, proper hazardous waste disposal, proper protective equipment compliance, Title V readings and proper product labeling
SAP, Microsoft Suite, Compliance Pro, and Lotus Notes experience a plus

Supervisor Contact Center Resume Examples & Samples

Manage day to day operations of an inbound or outbound Customer Contact Centre related to customer service, problem resolution, fraud detection/investigation and/or product promotion/sales
Interfaces with varying levels of management, customers and staff
Supports Contact Centre staff, which includes daily responsibility of coaching, motivation, monitoring, performance feedback, and technical assistance, focusing on quality and productivity
Identifies problems or issues in processes and implements solutions bringing bottom line results. Must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment
Works in a team environment

Supervisor, Contact Center Resume Examples & Samples

Manage and assist employees with work related problems or situations
Coach and develop Off-Site Leasing Representatives
Responsible for staff development and motivation of personnel
Conduct Annual Performance Reviews for assigned team members
Provide regular feedback to manager on staffing related issues
Develop staffing schedules for a 24/7 call center operation
Identify problems and handle difficult employee and client situations
Ability to answer guest cards, service requests and emergencies questions. Serve as a back up on phones as requested
Assist the Manager with operational strategy, process control, staff selection and management reporting
Report, track and resolve product and process problems
Interface between general support staff, management, product management, product development, product implementation, and product support
Responsible for call center statistical tracking and trending
Identify and resolve interface issues
Assist with technical writing/approval relative to customer and internal documentation
Will be required to work evenings, weekend, and holidays as needed
3 years experience in a call center environment
Experience building an inside sales team is preferred
Good working knowledge of Word, Excel, Outlook and the Internet Explorer
Above average oral and written communication skills
Must be able to effectively communicate between customers, staff and management
Above average interactive, planning, time management and detail skills
Resolution oriented, takes initiative
The ability to develop, evaluate and motivate
The ability to resolve conflicts among team members
Familiarity with RealPage products, other property management software, or the property management industry is preferred
College degree or relevant experience preferred
The position is a mix of tasks including attending meetings, preparing reports, training, supervising staff on the floor and high customer engagement; generally via telephone

Contact Supervisor Resume Examples & Samples

Lead and supervise employees to ensure all housekeeping and safety policies and procedures are understood and followed. Take immediate steps to correct any unsafe working conditions
Participate in hiring process to include screening and interviewing candidates and making recommendations for hire
Ensures team meets department goals such as: productivity, first time through (FTT), rework, scrap, precious metal control and deliverables
Pursue continuous improvement in assigned area of the department
In conjunction with Shift Manager, will interview, investigate, and resolve disciplinary issues up to and including making recommendations for termination of employment
In conjunction with Shift Manager, plans material, resources, staffing, and flow of materials/work etc. through department and ensures new technology, process and/or procedures are smoothly transferred into daily activities
Role model and enable development of competencies in others needed to implement BASF's strategy

Supervisor Contact Center Resume Examples & Samples

Manages day to day operations of an inbound or outbound Customer Contact Center related to customer service, problem resolution, fraud detection/investigation and/or product promotion/sales
Supports Contact Center staff, which includes daily responsibility of coaching, motivation, monitoring, performance feedback, and technical assistance, focusing on quality and productivity
Identifies problems or issues in processes and implements solutions bringing bottom line results

Supervisor Guest Service Contact Center Resume Examples & Samples

Associate degree required
5+ years of call center experience including 2+ years of call center experience in a leadership role
Working knowledge of call center platforms, technologies and call tracking systems

Supervisor Contact Center Resume Examples & Samples

Monitor relevant shared services processes in order to identify opportunities for improvement
Develops a climate providing motivation, participation and opportunities for employee initiative
Execute instructions and requests, plan and organize resources and make appropriate arrangements to ensure that work is carried out efficiently and in line with relevant policies and processes
Building a team environment, setting expectations to improve work performance and ensure representatives are complying with standards set for the by regulatory bodies
Oversee the operational workload of an allocated team within shared services ensuring allocated staff is fully utilized in order to deliver against agreed program of work
A Bachelor's degree or up to 2 years of related experience or equivalent work experience
Related experience of leading a team of represented personnel Must have working knowledge of tools and systems within designated area
Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint)
Knowledge of regulatory requirements set forth by the regulatory agencies Experience in Emergency Response Procedures and Business Continuity plans as they relate to the area

Contact Supervisor Resume Examples & Samples

Coordinate production activities with purchasing, maintenance, and quality to obtain optimum production and utilization of human resources, machines, and equipment
Implement operating methods and procedures designed to eliminate operating problems and improve product quality
Consult with engineering personnel

Supervisor Contact Center Resume Examples & Samples

Makes every reasonable effort to select, train, and develop qualified, diverse workforce
Communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed
Recommends salary adjustments, promotions, transfers and dismissals
Develop team members through coaching and development opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings
Administers all Department and Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety
Monitors and ensures that team members are performing their functions safely and efficiently. Makes recommendations for changes or improvements, Monitors team’s productivity, reports on trends, and recommends and implements changes to continually improve work productivity and efficiency. Ensure that operational and customer related functions of the contact center are completed timely, accurately and sufficiently to meet standards. Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth. Assigns daily responsibilities to Agents (e.g. dedicated programs, outbound projects, etc.) Ensures that system emergencies are handled appropriately, with direction and assistance from Manager, IT and/or the appropriate vendors. Provide support to any agent with escalations, quality monitoring, calls, or general center responsibilities, when required Performs other related duties and special projects as requested

Contact Supervisor Resume Examples & Samples

Interview and train both new and experience employees
Plan, assign and direct work
Manage reward and recognition programs
Address complaints and resolving problems
Allocate and manage resources assigned, ensure proper coverage, balanced workload, and effective utilization of resources
Actively lead employees through 5S, housekeeping, safety, quality, and productivity initiatives

Supervisor Contact Center Resume Examples & Samples

Assist in managing day to day operations of a multi-client call centre environment
Ensure accounts are managed in compliance with all applicable regulations and internal performance standards in order to meet or exceed the monthly goal objectives of the department budget
Interface with varying levels of management, customers and staff
Support of 15-25 Owner Associates, which includes daily responsibility of coaching, motivation, monitoring, performance feedback, and technical assistance, focusing on quality and productivity
Identify problems or issues in processes and implement solutions bringing bottom line results

Supervisor, Partner Contact Mgmt Resume Examples & Samples

Manage all aspects of Customer Care vendor partner relationship to ensure Critical Service Level and budgetary requirements are met
Direct Supervision of vendor partner Managers, Supervisors, Training and QA team members as well as internal Customer Care Analysts team
Plan, manage and track the Call Center Strategic Initiative to ensure milestone deliverables are met
Interface with cross functional business partners to resolve/mitigate customer impacting issues
Support the development and delivery of the Customer Care training curriculum while delivering coaching and feedback to ensure performance objectives are met
Provide post implementation support by continuously analyzing current business workflows and productivity/efficiency results in order to seek process improvements
Reinforce best client services practices on a daily basis, and develop and implement new best practices to meet the growing needs and process changes of the organization
Closely monitor and review vendor service levels, project costs, resource allocation and invoice expenses
Effectively manage daily interactions and relationships with Customer Care vendors to drive operational excellence acting as the liaison with internal functional groups

Supervisor, Single Point of Contact Resume Examples & Samples

Ensure policies and procedures are maintained and adhered to
Ensure communication with customers is efficient, effective and timely
Ensure Single Point of Contact Case Managers have access to current customer information
Support the Dialer Analyst function by ensuring SPOC Case Managers adhere to the daily dialer schedule
Maintain knowledge of compliance mandates, mortgage servicing policy and procedural updates and investor specific guidelines and related changes in the mortgage servicing industry
Ensure team is properly trained in handling mortgage delinquencies, loss mitigation, foreclosure and bankruptcy
Ensure all SPOC Case Managers adhere to all policies, procedures and controls
Support the development and maintenance of procedural and operational materials
Ensure SPOC Case Managers support and fulfill and training requirements
Collaborate with various departments within mortgage servicing to ensure resolution of outstanding customer issues
Minimum of three (3) years of experience in Mortgage Banking is required. A minimum of three (3) years of experience in a customer service environment with at least one of those years serving in a leadership capacity will be accepted in lieu of three years of experience in Mortgage Banking
Experience in mortgage loss mitigation, foreclosure or other default related experience preferred
Experience in Customer Service preferred
Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)

Supervisor, Contact Center, Evening Shift Resume Examples & Samples

A minimum of 2-4 years experience in a Team Lead or Supervisory role. (Experience leading a team of people inside of an e-commence or retail environment would be a distinct advantage)
Experience managing dynamic, diverse teams of 10+ associates in a customer or client driven environment
Demonstrated track record of training and developing individuals and teams
Highly analytical: able to measure, translate, communicate, and present data to better the overall contact center environment
Adaptable and highly resourceful; able to work with limited information when necessary
Strong communication skills (oral, written, and numerical); ability to effectively communicate to all levels of the organization
Web and technical savvy; an astute user of technology with strong working knowledge of Microsoft Office Suite
Self-motivated and self-directed, with a positive attitude and a strong sense of urgency
An unwavering commitment to excellence
Sound judgment and decision-making skills; accepts accountability and takes pride in one’s work
Time management; ability to manage multiple tasks concurrently, including complex projects
Skilled at diving into details to understand the big picture and the importance of strategic planning
Available to work the evening shift 3pm-12am

Supervisor, Contact Center Resume Examples & Samples

Supervise staff, creating a strong team atmosphere. Conduct regular one-on-one meetings and provide guidance, training and motivation as necessary to develop staff. Hire, evaluate and counsel personnel. Follow corporate performance management procedures per established Vanguard standards as required. Set performance standards, review performance, provide feedback, and recommend wage increases in accordance with all applicable Human Resources policies and procedures
Monitor Contact Center Representative performance against expectations. Track individual and team performance metrics and identify individual and team-wide opportunities for professional development. Develop and implement coaching strategies with Contact Center Representatives to understand and address gaps and improve performance
Ensure compliance with all corporate data administration, data security standards, and HR policies and procedures
Oversee Contact Center Representatives in providing effective and efficient responses to inquiries from crew, dependents, alumni, retirees, candidates, and vendors regarding HR policies and procedures. Guide Contact Center Representatives in assessing the level of complexity of cases and determining when to escalate cases to Tier II Specialists or CoEs for resolution. Facilitate escalation and issue resolution as required
Partner with the Transaction Center Lead and the Talent Management & Event Logistics Lead to coordinate on inquiries requiring transaction processing
Promote the usage of self-service functionalities with crew as appropriate. Guide Contact Center Representatives on how to advise crew in using self-service to submit inquiries, update personal data, and research HR policies and procedures
Inform the development of Contact Center policies, processes, and guidelines. Implement changes to policies and procedures to meet changing business needs as required
Guide the proper use of the knowledge management and case management systems by Contact Center Representatives to respond to, document and monitor inquiries. Oversee the provision of end-user support for crew interacting with HR systems including system issue resolution in partnership with HR Technology
Monitor trends in crew inquiries and/or issues and share key insights with the Support Center Lead. Recommend opportunities to improve knowledge management system content to better align with client self-service needs
Manage the resourcing and workload of the Contact Center Team in line with projected requirements. Manage and implement the HR "Swiss Army" program for the team to supplement staffing where needed in the event of high volumes for the team (and in conjunction with overall needs of the Support Center)
Collaborate with the Support Center Lead to determine the proper balance of people leadership and operations management responsibilities. Adjust this balance to meet business needs and achieve team development goals
Continually develop HR acumen across the Contact Center team, maintaining awareness of the full portfolio of HR services, policies, and procedures. Utilize the Contact Center as a platform for team members to explore the breadth of HR services and to develop professionally. Identify and drive opportunities for team-wide development (e.g., HR acumen-building sessions with CoEs and Crew Central partners)
Manage the ongoing evolution of the Crew Central Contact Center service model. Understand the evolving needs of the business and suggest potential improvements for service delivery to the Support Center Lead
An undergraduate degree or an equivalent combination of training and experience
A minimum of three years business experience
Proven teamwork capabilities; strong relationship management and interpersonal skills
Attentive to details and deadlines; ability to manage multiple initiatives
Strong project management, planning and organizational skills
People leadership skills including mentoring, training and day-to-day management of direct reports
Ability to maintain confidentiality
Prior experience in a service center or call center environment preferred
Experience in managing staff and teams preferred
Experience working in a global organization preferred

Supervisor, Rev Cyc Contact Ct Resume Examples & Samples

Assist Information Services in the development and implementation of computer enhancements
Assist management in the development and guidance to staff in their daily activities
Establish performance measurements for all processes
Function as a liaison between the practice plan and the CBO
Interact with the management from non-UPP organizations regarding the performance of non-CBO staff
Investigate and resolve all issues presented by staff
Monitor and adhere to data quality standards of information obtained and entered into the system for claims processing
Monitor point of service cash collections
Perform random audits of staff work to monitor performance and quality. Provide timely performance evaluations for staff
Review workflow to maximize automated systems
BS in healthcare administration, finance, or related field and 1 year of healthcare billing, registration, or patient business services or
HS/Equivalent and 3 years of healthcare billing, registration, or patient business services, or equivalent combination of education and experience required

Supervisor, Rev Cyc Contact Ct Resume Examples & Samples

Engage in open communication with CBO Education and Training personnel regarding information system, third party payer, and regulatory updates and/or enhancements and participate in the training of staff
Bachelors in healthcare administration, finance, or related field
One year of healthcare billing, registration, or patient business services; or High School/Equivalent and three years of healthcare billing, registration, or patient business services; or equivalent combination of education and experience required

Customer Contact Center Weekend Supervisor Resume Examples & Samples

Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives. Conduct regular employee coaching sessions, including performance appraisals and one on one’s to inspire high performance, and support employee development
Quality monitor team members customer contacts (calls, chats and emails) based on established quality program. Coach team members on all contacts scored and provide positive reinforcement, use coaching techniques to modify behavior of substandard performers
Collaborate with Call Center Manager and Workforce Management to develop Call Center Representative schedules that support the forecasted calls and non-phone workload and enables the call center to meet service level objectives, quality objectives, productivity objectives and employees paid time off entitlements
Assess training needs; communicate specific training support requirements to Call Center Manager and Training department. Participate in follow-up training to reinforce skill development
Provide consistent support to Call Center Representatives by serving as a reliable resource for information and resolving difficult customer situations. Responsible for handling escalated calls and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction
Ensure transactions are processed in a timely and accurate manner in compliance with regulations, policies and procedures
Coordinate with Call Center Manager to plan in advance for all known and unknown activities; quality monitoring sessions, training, coaching, meetings, and off phone workload and adherence goals
Help develop and implement activities to create team spirit and performance improvement
Perform management of personnel activities such as determining staff levels, hiring and recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations, counseling and terminations
Manage effective career paths and succession plans for key positions on staff under the call center manager’s supervision
High school diploma required. Bachelor’s degree preferred
5+ years in a call center or customer service and sales environment required
Minimum of 3 years’ experience of supervising teams required

Supervisor Contact Center Resume Examples & Samples

1 to 3 years of Contact Center supervisory experience
Previous Customer Service Contact Center experience
Minimum of 3 years’ experience in healthcare, managed care or insurance industry environment required
Training, coaching and mentoring skills
Sound knowledge of strong telephone soft skills
Experience with Contact Center and Workforce Management technology (scheduling, adherence, quality monitoring)
Excellent Verbal and Written communication skills
Microsoft Office skills including Word, Excel and Outlook
Experience handling escalated calls
Demonstrated problem-solving and decision making skills
Strong people skills with a focus on mentoring and coaching

Contact Supervisor Resume Examples & Samples

Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information
Provide management support to frontline agents
Promote a supportive environment in which employees are encouraged to solve problems and address customer issues
Monitor, provide feedback, coach and counseling and document employee performance results
Conduct coaching and performance appraisal sessions to identify opportunities and recognizepositive behaviors
Ensure the organization’s core values are continually reinforced
Identify team and individual training needs and develop plans for immediate and long-term performance improvements
Develops and/or implements appropriate methods, practices, policies, procedures, andchange processes keeping employees informed of changes
Interview prospective employees

Supervisor, Contact Center Services Resume Examples & Samples

Excellent skills in written and oral communication
Organization/prioritization, decision-making, problem analysis, resolution, negotiation, team building, and leadership
Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job
Strong attention to detail and follow-through skills
Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment

Supervisor Contact Center Resume Examples & Samples

High School/GED
Associate’s Degree in a business related major or equivalent work experience preferred
1-3 years' Supervisory experience in Contact Center role

Supervisor, Single Point of Contact Resume Examples & Samples

Ensure Single Point of Contact Case Managers have access to current customer information through use of existing materials or creation of Quick Reference Guides (QRG’s) or Job Aids in conjunction with the Learning and Development team
Support the Dialer Analyst function by ensuring SPOC Case Managers adhere to the daily dialer schedule and that all work is completed daily or escalated to the next level leadership team
Ensure all SPOC Contact Managers adhere to all policies, procedures and controls and update and modify materials where gaps are identified or changes are required
Ensure SPOC Contact Managers support and fulfill all training requirements

Supervisor, Contact Center Resume Examples & Samples

Directs, coordinates, and supervises the activities of service clerks and dispatchers to ensure Supervises Customer Contact Representatives engaged in answering telephone and email inquiries concerning applications for service, discontinuation of service, high bill complaints, general account questions, internet and e-bill inquiries, emergency and service calls and other functions associated with Contact Center operations
Ensures accurate and timely entry of service, emergency and repair orders
Assists with non-routine and difficult customer inquiries
Analyzes and reports on routing and reporting information to justify staffing and technology needs to maintain customer service levels
Executes performance appraisals
Identifies individual training and employee development needs
Provides guidance, counseling and training as needed
Keeps manager informed of employee performance, activities and situations in the workplace that requires attention
Oversees process to receive and respond to customer emails received from customers to ensure a prompt reply and accuracy and consistency in information provided
Maintains daily and monthly statistics on contact center activities to provide constructive feedback on employee performance and center productivity
Analyzes routing and reporting information to justify staffing and technology needs to maintain customer service levels
Supervises Contact Center employees on days when they perform the duties of Back Office Billing
Ensures employees are logged into Back Office queues and receiving work items to investigate and complete
Investigates and resolves complicated AMR/AMI meter reading and billing issues
Responsible for making appropriate adjustments and corrections to customer accounts, the initiation and posting of credit balance funds, proper billing for unbilled gas due to meters not registering, accurate and timely billing of service charges, initiation and completion of new service line orders, completion of applicable service orders received through RMS, billing for excess service line footage, and reviewing main extension contracts and refunds
Oversees all meter sets/removals/exchanges, AMR/Corrosion field audits, and Itron AMR maintenance and operations support in CCS
Ensures exception items are processed in an accurate and timely manner
Ensures corresponding reports are properly maintained
Is responsible for Back Office activities related to Loss Prevention. These items include theft of service research and billing, and assistance in theft of service prosecution
Supervises Contact Center employees on days when they perform the duties of Back Office Billing. Ensures employees are logged into Back Office queues and receiving work items to investigate and complete
Is responsible for processing and maintaining technical master data and records. Takes the necessary corrective action needed to ensure implausible items and account exceptions are handled effectively
Through work team, ensures data is verified and recorded from completed service orders received from the divisions and that auto completion order exceptions are processed
Makes necessary corrections to customer accounts as requested and reported by the business. Ensures premise and contract account information is reviewed on all device orders to ensure for accurate account status and billing
Responsible for establishing address information into CCS and ensuring integrity of addresses is maintained
Processes corrections to MRU/portion/rate information as needed. Enables and removes contract accounts for the SSI discount. Processes correction of errors and exceptions related to NAICS codes and/or appliance information
Monitors employee performance to determine training required to address employee development needs. Provides support and assists Trainers in training efforts as needed
Evaluates and gathers data on CCR calls to conduct regular meetings with employees to discuss improvements in performance and use of customer service skills
May perform one or more of the following duties: respond to customer emails, complete administrative duties and other activities required for customer inquiries and account maintenance. Complete special projects as assigned by the Manager-Contact Center
Yes
Requires a high school education or the equivalent
Requires an understanding of basic bookkeeping principles and human relations skills, proper telephone techniques and basic customer service procedures as would be obtained through general office work experience
Must be familiar with computer and Information Services operations as they relate to work area
Must be proficient in the operation of a PC and applications associated with work functions in the department. Continually uses telephone in the performance of duties
Requires knowledge of where information is contained, the methods of retrieving information from a PC as well as what information is available
Requires a thorough knowledge of company policies pertaining to deposit requirements, collection, service and installation procedures
Requires the ability to deal with people in a tactful professional manner
Requires good judgement and decision-making skills in accordance with established practices and procedures
Requires attention to detail when entering information in the PC. Requires accuracy in the giving and receiving of information to customers
Responsible for executing performance appraisals, providing guidance and instruction for the continual development and training of employees
Requires accuracy in giving instructions to employees and other Company personnel regarding customer account information and maintenance and in adhering to Alabama Public Service Commission rules and regulations

Contact Centre Supervisor Resume Examples & Samples

Provide support, coaching and development to CCS's to meet individual, team and Contact Centre (CC) KPI’s
Initiate and drive sales through service culture
Support operational efficiencies
Taking client escalations and managing escalated issues in a timely manner
Provide outstanding customer service to all internal and external customers
Provide backup relief on our CC Help line

Supervisor, Contact Center Resume Examples & Samples

This position will be moving to Atlantic City in 2018
Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures a plus
Must possess well-developed interpersonal, leadership, and time management skills
Ability to remain calm during stressful situations, including interpersonal conflicts between team members

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