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:
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.
Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
Assume leadership responsibility for department tasks and call center activities as required.
Complete and deliver employee performance appraisals.
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.
Participate in interview process and recommend hiring call center staff.
Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
Attend Calibration sessions for the purpose of keeping current on quality changes.
Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
Act as a Point of Contact as required.
Support and enforce call center expectations as well as departmental and corporate policies and procedures.
Log in to Queues as required during high call volume and/or all hands status.
Communicate pertinent program up dates in a timely manner.
Maintain department records.
Complete and deliver performance warnings as applicable.
Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
Review contract scope and requirements.
Perform other duties as assigned.Estimated Salary: $20 to $28 per hour based on qualifications.
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:
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.
Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
Assume leadership responsibility for department tasks and call center activities as required.
Complete and deliver employee performance appraisals.
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.
Participate in interview process and recommend hiring call center staff.
Knowledge of the CSR Monthly Goal and Review (CMGAR) or other performance scorecard management process preferred.
Attend Calibration sessions for the purpose of keeping current on quality changes.
Facilitate and deliver training as required under department guidelines including EJT, initiatives, and up training.
Act as a Point of Contact as required.
Support and enforce call center expectations as well as departmental and corporate policies and procedures.
Log in to Queues as required during high call volume and/or all hands status.
Communicate pertinent program up dates in a timely manner.
Maintain department records.
Complete and deliver performance warnings as applicable.
Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
Review contract scope and requirements.
Perform other duties as assigned.Estimated Salary: $20 to $28 per hour based on qualifications.
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