Kelly Services Call Center Supervisor in Hampton, Virginia
Job DescriptionKelly Services is looking for a professional, experienced and high-energy Call Center Supervisor that desires to be a part of a dynamic team that is quickly expanding! This position will allow you to take your leadership and customer service experience to the next level and find satisfaction from succeeding and growing along-side our company. JOB RESPONSIBILITIES: - Supervises assigned team/unit-s daily operations and related activities. Ensures team/unit contributes to the State and contractual service level standards.- Effectively schedules team/unit to ensure appropriate coverage and their production meets or exceeds quality standards, especially during peak call volumes, break and lunch times.- Effectively monitors, evaluates and distributes daily workload for assigned team/unit, uses the ACD Symposium system, queue displays and other tools, to ensure production standards are being met for inbound and outbound call handling, as well as other work activities assigned.- Responsible for Quality Assurance Monitoring of team/unit`s using Symposium and iDVR systems, following established guidelines, focusing on problem areas, coaching and completing required reporting. - Effectively supervises the completion of specially assigned tasks. - Understands the Call Center-s goals, as well as those for assigned team/unit; supervises to achieve goals in a timely manner by prioritizing work and using resources effectively. - Trains, coaches, counsels, and mentors enrollment counselors so they can efficiently and effectively perform their jobs and educate customers about all programs and health plans. Conducts regular team/unit meetings. - Develops at least one fully trained enrollment counselors to serve as a backup to the Supervisor to ensure continuity of team/unit operations. - Makes recommendations for revisions to existing procedures or for new procedures. - Adheres to company-s policy and procedures (attendance/conduct/dress code, etc.) - Assists others and serves as an escalation point for resolution of issues within team/unit.- Performs any and all other duties as may be assigned by management.Requirements- Bachelor's degree from an accredited college or university, or one-to-three years of supervisory experience.- Knowledge of mailroom, data entry and imaging functions.- Ability to interact courteously and effectively to a variety of people; cultural competency.- Excellent organizational, interpersonal, written, and verbal communication skills.- Ability to perform comfortably in a fast-paced, deadline oriented work environment.- Ability to successfully execute many complex tasks simultaneously.- Ability to work as a team member, as well as independently.HighlightsPlease apply directly to this job posting and attach your resume to be considered for our immediate Call Center Supervisor position! And if you have the right mix of passion and motivational spirit, we can-t wait to meet you and get you started. Why Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.]]
Category: Contact Center/Customer Support