STATEMENT OF PURPOSE: The Call Center Supervisor is responsible for direct oversight of a team of call center agents in a world class, high performance contact center environment centered that focuses on customer satisfaction and retention, providing exceptional quality and value, and financial health of the organization.
Supervisors will provide ongoing monitoring of call handling and engage in regular feedback to agents about opportunities for improved customer service. This position oversees day-to-day call center operations, including but not limited to training and developing staff, ensure workflows are followed consistently and meet established standards, provide corrective action when necessary and as well as implement policies and procedures.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
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Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released
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Maintain up-to-date knowledge of NorthShore's regulations and policies as they apply
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Train, develop or identify representatives’ training and resource needs
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Consistently monitor the quality and quantity of work performed by the department and the individuals within the lead’s team;
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Use specialized knowledge of guidelines and regulations to provide guidance and advice to agents and customers
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Ensure department and related organization activities are in compliance with policies
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Plan, develop and administer departmental procedures, policies and standards, ensure organization policies and procedures are communicated and practiced
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Assists with developing appropriate measures or standards for performance and uses these to monitor, evaluate and continuously improve department service and work performance
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Participate in interviews to identify quality candidates
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Maintains high outbound call volumes, daily reporting of any issues, and supervises call center agents;
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Manages staff performance, identifying training needs and training sessions
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Prepare and manage work schedules for call center agents, monitor attendance, schedule breaks and shifts as necessary
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Responsible for following up and resolving customer complaints
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Direct oversight of call center agents and their responsibilities includes but is not limited to:
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Randomly listen in on calls
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Establish communication with agent
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Resource for questions, issues, or concerns
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Inform manager of performance issues or needs
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Assist with agent training
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Assist with assistive technology needs and issues
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Initial performance review of agents and applicable documentation
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Research inquiries and correct mistakes
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Approve time off requests and payroll
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Provide disciplinary action as needed
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Any other duties deemed necessary by Supervisor
CORE COMPETENCIES:
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Customer Focus – strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
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Managing Vision & Purpose – leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
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Managing Team Members – fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.
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Developing Team Members – demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
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Team Work – builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
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Integrity & Trust – acts in accordance with the highest standards of ethical conduct and behavior.
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Problem Solving – employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
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Safety – demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
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Work Environment – This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.