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Customer Service Supervisor-Remote Job in Columbus, Ohio US

Customer Service Supervisor-Remote

Pearl Interactive Network, Inc. - Columbus, OH

Posted: 3/3/2021 - Expires: 6/1/2021

Job ID: 224870865

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Job Description

The Customer Service Supervisor is Responsible for the overall performance, productivity, development, and guidance for assigned staff. Assisting in day-to-day operations management of the contact center to ensure the Customer Service Department objectives are fulfilled per the various contact requirements. Providing first level supervision and leadership to Remote Call Center Support Representatives who are responsible for answering incoming calls from individuals who need support in seeking COVID-19 related information. The Call Center Supervisor will ensure the goal of meeting program objectives and designated contract service level agreements are met.

Job Duties:

 Monitor individual employee performance in adherence to department and company requirements.

 Provide consistent guidance and feedback concerning the strengths and development needs in relation to current job performance as well as career development.

 Address performance concerns through coaching and corrective action as needed. Write and deliver periodic Performance Evaluations.

 Use real-time contact center displays to monitor queue status and ensure multiple contract service level requirements are being achieved.

 Manage fluctuations in daily workflow by making staffing adjustments as necessary.

 Directly responsible for the productivity and quality performance of contact center agents.

 Review applications and resumes of perspective employees. Interview and hire qualified candidates for team lead and contact center agent roles.

 Manage employee time off requests, overtime, FMLA leave, schedule changes and all other personnel issues.

 Investigate and respond to internal and external customer complaints or inquiries.

 Establish and maintain effective working relationships with customers across all channels of communication.

 Proactively pursue resolution of technical problems and upgrade requests for internal and external systems.

 Work collaboratively to provide input on process improvements or new contracts and coordinate the implementation.

 Accurately complete daily, weekly, monthly reporting requirements

 Supervise the work of Call Center Support Reps to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

 Assume leadership responsibility for departmental tasks and contact center activities as required.

 Participate in meetings and recommend changes to policies and procedures.

 Support and enforce contact center expectations and company policies and procedures.

 Assist with escalated issues or cases as needed, must be able to take over calls as necessary and provide support to CCSRs.

 Assist with escalated issues or cases as needed.

 Evaluate employee key performance indicators and identify training needs and development opportunities.

 Discuss job performance concerns with employees to identify causes and issues

 Evaluate employees' job performance and recommend appropriate personnel action.

 Participate in program special projects as required.

 Flexibility. Required to work various shifts that could change routinely to meet the needs of the program.

 Perform other duties as assigned by leadership.

Equipment Requirements:

 Computer and Audio Headset – (will be provided)

 Broadband internet connection with minimum upload/download speeds of 10mbps/2mbps.

 Wi-Fi only connectivity, prohibited. Ethernet cable access only.

Preferred Locations: SE Ohio, Georgia, Arizona, Florida, Colorado

Job Qualifications

Required:

 Associates Degree in Healthcare, Business, or other related fields

 Minimum of 4 years similar of related work experience with 2 years of demonstrated leadership experience in a corporate setting.
 

  Hiring and interviewing processes

  Delegation of workload and staffing

  Performance management

 

 

 Equivalent combination of education, experience and/or applicable military experience will be considered

 Proficient computer skills including Microsoft Office Suite programs

 Excellent problem-solving skills, strong time management and organizational skills, ability to multi-task while working in a fast-paced environment and strong analytical skills

 Excellent written and verbal communication skills with attention to detail; ability to communicate and coordinate effectively with staff and employees at all levels within the company and external customers

 Equivalent combination of education, experience and/or applicable military experience will be considered

Preferred:

 Bachelor’s Degree in Healthcare, Business, or other related fields.

 Working knowledge of Contact Center systems and platforms

 Ability to read, write, understand and communicate proficiently in both English and Spanish

 ISO experience/knowledge

 National Career Readiness Certificate

 Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.

 6 months supervisor or leadership experience required.

 Minimum 2 years customer service, leadership and team interaction skills are required.

 Excellent English communication and interpersonal skills, both verbally and in writing.

 Uses good judgment, ability to make independent decisions and proactively problem solve as required.

 Must be organized and have strong time management skills.

 Must have PC skills (Microsoft Office) with an emphasis on Excel.

 Strong analytical and organizational skills.

 Bilingual ability a benefit.

 Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.

Skills/Qualifications/Keywords: Analytical, People Skills, Supervision, Management, Communication Skills, Supports Diversity, Results Driven, Professionalism, Organization, Judgment, Team oriented, Multi-task, Prioritize, Responsive, Coaching, Performance Appraisal, Leadership, Interviewing, Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.

Identified Skills


Job Summary

Employment Type:
Full Time Temporary/Contract/Project
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
45023302_1
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A