Pailin Group Executive Search
Contact Center Supervisor - Valencia, CA
Job Summary:
We are currently seeking a dynamic Contact Center Supervisor to work in our clients Valencia Contact Center. Their agents process telephone orders from patients and referral sources in a fast paced, high volume environment. The primary function of this position is to provide excellent customer service.
Benefits:
- Medical, Dental and Vision
- 401(k)
- Personal, Sick and Vacation Days
- Flexible Spending Account
- Life & Disability Insurance
- Education Assistance
- Employee Discounts
Key Job Responsibilities:
- Monitors and reviews reports for performance statistics, daily
- Manages abandonment rate to below 5%
- Runs and monitors dialer campaigns through to completion
- Manages Available time to 5.5 hours or above per CSA
- Maintains sufficient phone coverage in specialty queues
- Monitors, evaluates and assists with follow up on team hold screens
- Monitors and ensures completion of returned CSA documents
- Monitors quality and productivity of CSAs and generates reports
- Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
- Answers questions and recommends corrective services to address customer complaints
- Coaches agents through side-by-sides, monthly
- Determines work procedures, prepares work schedules, and expedites workflow
- Studies and standardizes procedures to improve efficiency of subordinates
- Maintains harmony among workers and resolves grievances
- Prepares and delivers monthly and annual performance reviews with management
- Identifies beneficial training topics based on questions and requests from CSAs
- Calculates and submits agent incentive points
- Places employee orders
- Processes order cancellations and account deletions
- Conducts interviews
- Delivers disciplinary action and maintains Key Incident Logs
- Handles and resolves escalation calls
- Miscellaneous projects as assigned by manager
Experience/Qualifications/Education:
- College degree preferred
- 2 years supervisory experience, preferably in a call center environment
- 3-5 years customer service experience
- Health care industry experience preferred
- Proficient in Microsoft Word and Excel
- Excellent written and verbal communication skills
- Strong organizational skills
Pailin Group Professional Search Consultants - Send resumes to Amanda Sonus - Senior Consultant asonus@pailingroup.com
www.pailingroup.com
