Job Description

 Call Center Supervisor  - Boston, MA 


Sun -Thursday 2:30p -11p

$66K- 72K Essential Responsibilities

• Supervise all aspects of the call center. Oversee the day-to-day activities of onsite and remote workforce with a key focus on scheduling and schedule adherence to meet stringent service level target
• Complete quality audits on calls, scoring call value, chart value, compliance to script/procedures, and soft skills.
• Maintain confidentiality of communications and abide by HIPAA/HITECH guidelines.
• Monitor payroll budget and audit timesheets.
• Maintain accurate personnel records and documentation.
• Create, implement, and manage incentive programs.
• Train Customer Service Representatives (CCRs) on emergency procedures and codes, customer service, call control techniques, quality expectations, and performance standards.
• Document all training processes and update training manuals to reflect procedure and protocol changes.
• Maintain current and accurate monitoring statistics and performance metrics.
• Advise other team members regarding CCR performance issues and training needs.
• Create new accounts and design related scripting to improve call handling efficiencies and processing times.
• Create, develop, and implement customer care and retention initiatives.
• Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through effective scheduling and reassignment of shifts if needed.
• Conduct periodic meetings with CCRs to provide training on proper techniques, services, account changes and progress reports.
• Coordinate the review of employee performance statistical data and recommend staffing requirements.
• Measure and evaluate employee response times and accuracy and report results to management.
• Act as back-up call center manager as required.
  • Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.
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  • Required Qualifications (unless otherwise noted)

 

• Associate degree in related field or equivalent work experience.

Minimum of three years call center or customer service supervisory experience. 
Familiarity with scheduling and service level management.

• Knowledge of call center operations and ACD call center technologies.
• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.
• Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.
• Professional interpersonal style: ability to interact and work with a diverse range of people. 
• Ability to work both independently and as part of a team.
• Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.
• Ability and willingness to proactively research and/or solve issues.  Excellent analytical problem solving and conflict resolution skills.
• Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.
• Exhibit a 'can-do' attitude and flexible work style approach.  Patience and flexibility to meet demands of a constantly changing priorities.
• Ability to organize and prioritize tasks to completion in a fast-paced environment while ensuring a strong attention to detail.
• Ability to design, develop, organize, administer, and present a variety of customer service training programs.
• Ability and willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.
• Ability and wil
  To apply please email your resume to istewart@ultimatestaffing.com

Job Snapshot

• Employee Type:Full-Time
• Location:Boston, MA
• Job Type:Customer Service
• Experience:Not Specified
• Education:Not Specified
• Date Posted:2/20/2023
• Contact: Ian Stewart (617) 330-1210
• Pay Range: $66,000.00 - $72,000.00 Annually

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