Call Center Supervisor

As a member of the Customer Service Center team, ensure efficient and timely processing of all work assignments into applicable business systems with strict adherence to all established procedures; monitor and delegate capacity resources as appropriate to assist in the attainment of service level goals throughout the CSC.

Responsibilities:

• Delegate work assignments to team members performing a variety of functions
• Develop training schedules for the Lead CSR's to implement; monitor to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes
• Generate productivity for each team member; review management reports; monitor and address any productivity and quality issues or trends
• Monitor daily work to ensure quality, accuracy, and service levels are maintained
• Facilitate after-hours team meetings on a regular basis to communicate workflow/procedural changes
• Provide performance feedback to team members per established programs and guidelines
• Submit payroll reports, monitor and address performance issues per established guidelines
• Handle special projects as assigned
• Demonstrate commitment to Companys Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.

• Demonstrated leadership, coaching and team building skills
• Previous Call Center experience and knowledge of Workforce management tools a plus
• Supervisory experience a plus
• Excellent communication skills
• Strong organizational, prioritizing and planning skills; knowledge of PMA business systems
• Ability to motivate in a fast paced, customer oriented environment
• Must meet residency requirements
• Must be in good standing in current position
• Call Center hours are 8 am to 5 pm - Supervisory Coverage is required to 5:00 pm
• Bilingual (Spanish) Preferred