Call Center Supervisor at American Management Group, LLC (AMG)

Call Center Supervisor 

NOTE:  POSITIONS ARE REMOTE but CANDIDATES MUST BE WITHIN 50 MILES OF ONE OF THE FOLLOWING LOCATIONS: 

Albuquerque, NM  

Tucson, AZ  

Phoenix, AZ 

Houston, TX  

Lubbock, TX  

Las Vegas, NV  

Mobile, AL 

Boise, ID

Memphis, TN

Louisville, KY

Fayetteville, NC  

New Orleans, LA  

Dayton, OH  

Cleveland, OH  

Spokane, WA    

Job Summary 

The Contact Center Supervisor (CCS) is responsible for providing guidance to agents, support to clients and other team members, and participating in the VEO Contact Center’s performance. They balance all workload requirements, respond to requests in a positive manner, and share information and ideas to enhance the effective operation of the contact center. They also reinforce training and provide mentorship to contact center agents. 

Responsibilities 

The Contact Center Supervisor is responsible for ensuring that Customer Service Representatives (CSR) comply with business rules, are present and on schedule, and meet the performance metrics for the position. Responsible for coaching agents, interacting with clients and other team members of the contact center team, and actively participating in improving the VEO Contact Center’s performance by assisting in balancing all workload requirements, responding in a positive manner 

to management requests for information or ideas that enhance the effective operation of the contact center or reinforcing training on matters regarding the contact center. 

Responsibilities: 

· Understands the Workforce Management process and serves as a liaison between the Customer Service Representative and the Government Workforce Management (WFM) Section to handle change requests and exceptions to the daily schedule. 

· Responsible for ensuring the Customer Service Representative (CSR) complies with established business rules. 

· Oversee telephony queues. 

· Ensures sufficient Customer Service Representatives are present at work to fill the assigned schedule. 

· Identify Customer Service Representatives who are not in compliance with established processes and coach them to improved performance or appropriately disposition if improvement doesn’t occur. 

· Identify training gaps and tools. 

· Reinforce standards, and use progressive discipline when compliance continues to be an issue. 

· Ensures all Customer Service Representatives adhere to assigned schedule and that all adherence and performance metrics for their team are met or exceeded. 

· Encounters that require service recovery will be reviewed and if service recovery is appropriate, contact will be made with the customer. This will occur for any interaction with the VEO Contact Center that failed to return an aggravated, dissatisfied customer to a state of calm satisfaction. This will include complaints received against a VEO team member, staff issues identified during call calibration or call evaluations, and pre-determined customer satisfaction survey scores. 

· Administers the leave and excused/unexcused absence polices and regulations for CSRs under their supervision. 

· Maintains control over attendance, leave and excused absence of employee. Coordinate leave with training supervisor (if needed) during employees training session(s). 

· Supervisors monitor the phone line dedicated to staff for requesting unscheduled time off. 

· Supervisors are responsible for entering all unscheduled leave requests into the WFM system for approval by designated WFM section member. 

· Supervisors should approve exception requests through messaging prior to the event for any preplanned exception. Breaks and lunches should be moved prior to approving any requests that would be unintentionally overwritten by the exception. 

· Shift Lead Supervisor is responsible for documenting disruptive callers into the Shift Report and for ensuring interim information from law enforcement is documented in the case prior to end of shift. 

· Supervisors and management officials will follow a standard set of procedures on-boarding/off-boarding personnel. 

· Supervisors are responsible for requesting new employee’s e-mail addresses to be assigned to their appropriate groups. This provides each employee with the appropriate security access automatically to the VEO Contact Center and Enterprise Contact Center Operation SharePoint sites. 

· Supervisors must be responsible for other operational activities as they are identified. 

· Responsible for agents’ performance, training, and ability to handle calls. Supervisors are responsible to assist agents with technical issues and with submitting tickets and alerting designated operations personnel (Automated Data Processing Application Coordinator -ADPAC) when agents are unable to take calls. 

· Responsible for regular team meetings and 1:1 coaching 

· Responsible for additional monitoring of performance, assigning training, and providing coaching for any agents who do not meet performance expectations. 

· Responsible for logging into appropriate systems to serve as an agent/senior agent when customer wait times exceed established thresholds 

Work Environment 

REMOTE (requires wired internet that maintains 25mbps download and 5mpbs upload.) 

Education and/or Experience 

BA/BS Preferred 

Minimum 2 (two) years of contract center supervisor experience and 4 (four) years of call center experience.