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Bilingual Supervisor- Call Center

Company Name:
Arca24.com
Salary period: Annual
Job Title: Supervisor - Call Center
Reports to: Contact Center Manager
Revision Date: December 2013
Department: Call Center / Operations
Salary: Depends on experience
Classification: Full time- Operating Hours are 9a-9p. Benefits Provided
Shift is M-F 11am-8pm (Could change depending on coverage needs).
Job Purpose:
Responsible to provide supervision and leadership to Customer Service Representatives with the goal of meeting program objectives and designated contract service level agreements!
Position Duties:
ΓΆΒ ΒΆ Responsible for supervision, development, and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
ΓΆΒ ΒΆ Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
ΓΆΒ ΒΆ Assume leadership responsibility for department tasks and call center activities as required.
ΓΆΒ ΒΆ Complete and deliver employee performance appraisals.
ΓΆΒ ΒΆ Supervisors will work closely with customer service representatives and other Supervisors as well as Operations Representatives, Customer Service Managers and Program Managers within functional areas of the project.
ΓΆΒ ΒΆ Participate in interview process and recommend hiring call center staff.
ΓΆΒ ΒΆ Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
ΓΆΒ ΒΆ Attend Calibration sessions for the purpose of keeping current on quality changes.
ΓΆΒ ΒΆ Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
ΓΆΒ ΒΆ Act as a Point of Contact as required.
ΓΆΒ ΒΆ Support and enforce call center expectations as well as departmental and corporate policies and procedures.
ΓΆΒ ΒΆ Log in to Queues as required during high call volume and/or all hands status.
ΓΆΒ ΒΆ Communicate pertinent program up dates in a timely manner.
ΓΆΒ ΒΆ Maintain department records.
ΓΆΒ ΒΆ Complete and deliver performance warnings as applicable.
ΓΆΒ ΒΆ Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
ΓΆΒ ΒΆ Review contract scope and requirements.
ΓΆΒ ΒΆ Perform other duties as assigned.

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