Responsibilities
Responsible for the supervision of the CC Team Lead, and CC Analyst team
Implements and supervise monthly department initiatives and plans ensuring the department goals are successfully completed
Conducts monthly sessions with Team Lead and Manager to address areas of improvement
Conducts by weekly sessions with team members to streamline processes and implement process standards that enhance service delivery, efficiencies, and the customer service experience
Monitors and audits processes to ensure high standards of quality assurance
Uses call center tools to gather data and analyze trends and patterns affecting quality
Identifies training needs and makes recommendations to improve the CC department
Provides timely written and verbal recommendations to management, team lead, analysts
Manages communications with department leaders to ensure goals are being met
Ensures CC team is constantly trained and up to date with best practices
Perform other duties and or projects as assigned
- Qualifications
Excellent written and verbal communication skills in English and Spanish
Minimum of 2 years of experience as a supervisor in a call center environment
Must possess basic Excel skills and experience using Microsoft Office
Possess a strong knowledge of CC techniques and processes; be an exceptional listener and possess analytical skills
Ability to prepare and conduct presentations to diverse groups
Ability to interact effectively with all levels in the organization
The key characteristics this individual must possess are a willingness to work independently, excellent time management and be very well organized
Demonstrate a desire to be challenged, maintain a positive attitude and be adaptable to changes
Must be flexible to work extended hours or weekends
Flexibility to stand or walk as needed
Ability to sit for extended periods