Call Center Supervisor - Command Center Team

DESCRIPTION SUMMARY: Supervises, coaches, develops and motivates team with a thorough knowledge of company policies, practices, and guidelines. Ensures efficient performance of the team through a balance of human and technical resources and consistent contribution to management team objectives by active teamwork. Provides guidance to command center team that fosters team growth and performance. Serves as a primary point of contact for day-to-day application of organizational policies and procedures. Provides guidance and direction to the command center team that fosters performance. ESSENTIAL FUNCTIONS: * Supervises team of associates to maintain strong teamwork and customer service levels. * Working within established company guidelines, studies and standardizes procedures to improve efficiency of representatives along with developing and implementing new best practices for continued process improvements. * Monitors at risk ETA case activity in the system to confirm proper handling and adherence to policies and procedures * Responds to questions and recommends corrective services to address customer complaints and risk cases. * Prepares analysis, reports, spreadsheets and other documents for management. * Recognizes and recommends areas needing improvement within service network and contact center. * Insures escalated issues with at risk ETAs are appropriately resolved. * Monitors productivity and performance of team and provides feedback, instructions and intervenes as necessary. * Researches possible resolutions and/or redirects issues when appropriate. * Prepares performance evaluations and participates in discussions around performance standards. * Maintains complete knowledge of system and telecommunications capabilities, associated software applications and Internet access. * Applies work procedures, supervises work schedules, and expedites workflow. * Manages and participates in project development. EDUCATION: Associate Degree or equivalent work experience EXPERIENCE: 0-2 years related experience in fast-paced customer service environment. Previous solution based experience preferred. Industry knowledge a plus. Faced paced environment with the ability to problem solve and defuse escalated issues. SKILLS: Utilizes empathy, listening skills, and a courteous and helpful attitude to focus on providing quality service. Demonstrates problem solving, organizational, and sound reasoning ability. Adapts to a changing work environment and willingly learns new skills and develops greater job knowledge. Strong communication, analytical and time management skills. Capable of working independently with a solution focused approach. Utilizes good judgement, decision-making skills, and leadership qualities. Determines dispute resolution skills, including anger diffusion, mediation and negotiation. Strong oral and written communication skills WORKING RELATIONSHIPS: Communicates with associates, customers and providers in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals. ADDITIONAL REQUIREMENTS: Flexibility to work overtime hours as necessary.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled