United States onlyProgram Supervisor
POSITION PURPOSE
Under the direction of the Deputy Program Manager, the supervisor is responsible for coaching agents, interacting with clients and team members, and enhancing the contact center's performance by balancing workload requirements and responding positively to management requests. The Supervisor also reinforces training to ensure effective contact center operations.
SUPERVISORY RESPONSIBILITIES
The leads and customer service representatives report to this position.
ORGANIZATION
This position reports to the Deputy Program Manager.
ESSENTIAL FUNCTIONS
- Oversee daily operations and guide team members and leads according to policy.
- Maintain adherence to schedules and production levels for all shifts.
- Manage work pools actively to achieve production targets.
- Provide ongoing coaching to associates on work quality and quantity.
- Collaborate with partners to ensure timely and effective completion of work.
- Communicate with senior leadership and peers on important matters.
- Identify key metrics for different teams and functional areas.
- Outline career progression for operations associates.
- Ensure customer service representative compliance with established business rules.
- Identify training needs and necessary tools.
- Uphold standards and policies and ensure their compliance.
- Address customer dissatisfaction appropriately as per guidelines.
- Perform all other assigned duties as necessary.
KNOWLEDGE & EXPERIENCE
- Required Education: Bachelor's degree in Arts or Science.
- Required Experience: At least 2 years of call center supervision and 4 years of call center experience.
- Technical Skills: Proficiency in personal computer use, data entry, spreadsheets, and word processing.
- Communication Skills: Excellent verbal and written communication skills, including the ability to convey complex information in a clear and concise manner.
- Teamwork Skills: Ability to work effectively with diverse teams and collaborate with internal and external stakeholders.
- Leadership Skills: Ability to coach, motivate, and develop call center agents, as well as handle escalated customer issues and complaints.
PREFERRED EXPERIENCE:
- Familiarity with quality improvement and process optimization initiatives.
- Abilities:
- Prepare routine reports from data.
- Perform quick and accurate mathematical calculations.
- Demonstrate leadership and establish effective work relationships.
- Challenge the status quo while maintaining relationships.
- Personal Skills:
- Strong interpersonal and team-building abilities.
- Goal-oriented with a desire for continuous performance improvement.
- Strong analytical skills are preferred.
- Ability to work independently with minimal direction.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Principle Choice Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.
