Supervisor- Call Center (Finance)
Supervises a front line team of agents providing assignment intake service, customer contact, response time management and complete customer satisfaction surveys.
- Bachelor degree or equivalent combination
- Minimum two years call center experience required. Demonstrated leadership in previous experience is vital. Previous call center management experience preferred, though not required.
- Highly proficient and advanced computer skills.
- Excellent attention to detail and organizational skills
- Good time management abilities.
- Strong analytical and problem solving ability.
- Excellent written, verbal and oral communication skills.
- Good interpersonal skills.
- Ability to effectively manage and supervise employees.
#LI-EC1
- Supervises and monitors staff to ensure high levels of customer service.
- Provides coaching, mentoring and feedback to team members as opportunities arise to improve handling of customer calls and claims processing.
- Provides every team member with regular statistical feedback.
- Provides every team member with comprehensive qualitative monthly audit feedback to include attendance updates, voice audit summaries (QA), analysis of productivity levels against goals, and summary communication of departmental and/or business news.
- Sets a leadership example with peers and staff.
- Supervises floor as appropriate by acting as a visible leader walking the entire center floor.
- Assists with employee development and training.
- Monitors daily activities of call center staff.
- Monitors staff attendance and performance.
- Participates in the interview and selection process of open positions.
- Provides corrective feedback at the appropriate level to any staff member as necessary.
- Assists in resolving personnel issues.
- Supports the management of daily service levels, talk times and quality goals.
- Identifies, develops, and supports the coordination of training programs as needed.
- Works closely with all staff members and peer supervisors to ensure open communication and consistency of work flow.
- Takes supervisory calls, including escalated customer problems and take appropriate action to resolve issues.
- Participates in special projects or performs duties in other areas as requested.
- Upholds and projects the public image of the Company.
- Maintains overall knowledge of Contractor Connection business model.
- Upholds the Crawford Code of Business Conduct and Ethics at all times.
