The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements.
Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
Perform tasks to assure project and program service level requirements and goals are met
Assume leadership responsibility for departmental tasks and contact center activities as required
Participate in meetings and recommend changes to policies and procedures
Support and enforce contact center expectations
Assist with escalated issues or cases as needed
Evaluate employee key performance indicators and identify training needs and development opportunities
Develop work schedules and assign duties to direct report personnel to ensure efficiency
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
Evaluate employees' job performance and recommend appropriate personnel action
Perform other duties as assigned by leadership
The Ideal Candidate will Possess the Following Additional Education and Experience
A Bachelor’s Degree from an accredited college or university required, equivalent experience considered in lieu of degree
4 years’ experience in a supervisor role, preferably in a call center or customer service environment required
Current employees must have a QA Average of 90% or greater
Ability to manage a high level of confidentiality
Proficient in Microsoft office suite
Excellent organizational, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to work as a team member, as well as independently
Must be able to remain in a stationary position for an extended period of time
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
Work is constantly performed in an office environment
EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer.
MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.