JOB SUMMARY

Supervises operations of the centralized Call Center.

MINIMUM REQUIREMENTS

• Education -High school diploma or equivalent OR highest degree earned
• Experience - Two (2) years working in a high-volume call center OR three (3) years in a customer service-related environment. Two (2) years direct people management responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of performance evaluation and customer service metrics
• Basic computer skills
• Knowledge of office equipment (fax/copier)
• Proficient computer skills (word processing and database

ESSENTIAL FUNCTIONS

• All team members are expected to be knowledgeable and compliant with Prisma Health’s values: Inspire health. Serve with compassion. Be the difference.
• Monitor and evaluate agent daily performance, including call/email and after- work monitoring (using call recording and quality assurance applications), monitor case resolution, review productivity and attendance reports, and support employees to improve performance. Support The Contact Center Manager with input into formal agent performance reviews, coaching sessions, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other ancillary areas of the company to facilitate problem resolution. Assist in administering team attendance records, salary plans, vacation and staffing schedules and forecasts. Build and maintain a positive working environment that attracts and retains high- quality staff. Be visible to agents. Perform live monitoring of agents, feedback for on-the-spot performance, and assist CSAs struggling with calls. Prioritize the team’s work, including internal service requests, escalations, and client remediation efforts. Support the service model by ensuring clients are following the established paths for request resolution.
• Call monitoring from both recorded calls and side-by-side with the call center agents actively coaching to quality and customer experience standards. Monitor team and individual performance on an hourly/daily basis and make real-time adjustments to staffing and resource management based on constantly changing requirements. Daily updates to employee coaching logs and quality tracking sheet to ensure visibility of performance trends and that appropriate corrective actions/improvement plans are initiated and executed as intended. Maintain subject matter expertise for given product line with sufficient knowledge and skill to take over escalated phone calls AND the ability to do phone time as an example training tool for agents.
• Performs other duties as assigned.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

• This is a supervisor job which may have direct supervision of team members which may include hire/termination authority, disciplinary authority, and performance management responsibilities. May have budget input or responsibilities. Job is not considered a member of management staff.