Call Center Supervisor 8/31/2016
Fort Lauderdale, FL
JOB DESCRIPTIONAPPLY Supervises all Call Center Performance and Client Service Rep ?including all functions associated with the call center.
Monitors the performance of assigned staff.
Provides feedback and coaching to staff to improve performance.
Assists staff in responding to calls and answering escalated calls when needed.
Ensures staff effectively communicates with clients and with applicant families.
Provides and recommends ongoing training and support to staff.
Ensures staff maintains updated knowledge of the unit's program and technology.
Monitors and meets all standards established for this position as outlined in the attached performance criteria
Performs other duties as may be assigned by management.
The Ideal Candidate will Possess the Following Additional Education and Experience:
Bachelor's degree from an accredited college or university, or one-to-three years call center supervisory experience in a health or social services field
Education Required: Associates degree or equivalent experience
Education Preferred: Bachelors Degree from an accredited college or university
Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word and Excel)
Subject Matter Expertise/Experience Required: Two years of supervisory or related experience
Subject Matter Expertise/Experience Preferred: Two to five years of supervisory experience in related area
Personal/Soft Skills: Excellent organizational, interpersonal, verbal, and written communication skills, ability to perform comfortably in a fast-paced, deadline oriented work environment, ability to successfully execute many complex tasks simultaneously, attention to detail, and ability to work as a team member, as well as independently.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.