The Call Center Supervisor’s job entails organizing and directing the daily activities of the call center’s operation. The main responsibility of a call center supervisor is to manage, train, and guide call center representatives to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance and analyze reports. They prepare and assist in the development of schedules to control adequate staffing levels.
Essential Duties and Responsibilities:
- Accept and handle supervisory requests and calls from staff and customers. Provide the Call Center - Manager with all information about any extraordinary situations.
- Ensure that the staff follows call control procedures at all times and enforce all department and company policies.
- Collaborate with the Call Center Manager in the development and implementation of any training for newly hired and existing Customer Service Representatives.
- Act as a resource for the Customer Service Representatives.
- Maintain accurate performance evaluations of the Customer Service Representatives by reviewing message history, call history, trip setup and recorded calls.
- Coordinate and approve the monthly schedule, scheduling requests and call que assignments.
- Provide back-up support to the Call Center Manager as necessary.
- Assist in the hiring process.
Minimum Qualifications:
- High School Diploma or GED. College Degree preferred.
- Two years call center experience preferred.
- Two years of supervisory/leadership experience preferred.
- Must be proficient with Microsoft Office software.
- Healthcare industry experience is preferred.
- Demonstrated knowledge of medical terminology is preferred.
- Must type 40 wpm.
- Must have effective oral, written, and interpersonal communication skills.
EEO StatementGlobal Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Notice of Nondiscrimination: https://www.globalmedicalresponse.com/docs/site/non-discrimination
