Contact Center Supervisor (1 Year contract)

ROLE OBJECTIVES:
• Overseeing a group of agents as they assist customers on different channels of contacts to ensure highest customer satisfaction; staff efficiency and operational excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Monitors service calls, observe employee demeanor, answers questions and recommends corrective services to address customer inquiries.
• Monitors productivity of patient service representatives.
• Answering agent questions regarding best practices or difficult calls.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Forecast volumes of calls and staffing requirements.
• Studies and standardizes procedures to improve efficiency of staff.
• Initiate programs and ideas to drive telesales/telemarketing operations.
• Manages outbound telemarketing program to better market existing customer [protected info], training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Identifying operational issues and suggesting possible improvements.
• Preparing monthly and quarterly incentives.