-
Supervisor, Call Center
Posted: 02/25/2024Responsibilities:
- Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable workforce.
- Coach and counsel staff and administer appropriate disciplinary action in a timely manner.
- Complete employee performance evaluations in a timely manner using data to demonstrate staff adherence to call center standards, productivity standards and customer service standards.
- Provide and ensure staff receive all new hire and annual trainings on time.
- Participate in the development and implementation of overall Call Center policies and procedures.
- Prepare, distribute, and maintain a variety of periodic and ad-hoc reports related to productivity metric development and reporting.
- Determine appropriate measures of quality and report to Call Center leadership to include performance indicators, productivity/service standards and trends.
- Closely monitor call volume to ensure low abandonment rate, maximize customer satisfaction, and ensure strong network adequacy.
- Ensure staff manage each call received in a pleasant, professional and helpful manner.
- Ensure staff receive all new hire and annual trainings on time.
- Ensure staff scheduling and staffing levels support call volume and operational requirements.
- Respond to escalated customer issues and collaborate with management in resolving complex issues.
- Demonstrate professionalism in all interactions, internal and external, while consistently guiding staff in providing exemplary customer service.
- Perform other duties as assigned.
Requirements:
- High school diploma or GED equivalent required.
- Bachelor’s degree preferred.
- Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving within 7 years.
Additional Postings available from Family Health Centers of San Diego-National City Family Health Center
Tell a Friend
-
- About Us
- Events
- Members
- Visitors
- Buss Dev
- Econ Dev
- Get Involved
-
Upcoming Events